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Service Desk Analyst (Mandarin speaker)

Service Desk Analyst (Mandarin speaker)

SnaphuntGreater Kuala Lumpur, Malaysia
30+ days ago
Job description

The Offer

  • Join a well known brand within IT Services
  • Great work environment
  • Leadership Role

The Job

User Support :

  • Provide first-line technical support to end-users via phone, email, or in-person.
  • Troubleshoot hardware, software, and network issues, guiding users through resolution steps.

    • Incident Management :

  • Log, track, and prioritize incidents using the ticketing system.
  • Escalate complex issues to appropriate support teams while ensuring timely resolution.

    • Customer Communication :

  • Maintain clear and timely communication with end-users regarding the status of their reported issues.
  • Provide step-by-step instructions and training to users for common technical problems.

    • Documentation :

  • Create and update knowledge base articles for common issues and resolutions.
  • Document troubleshooting steps and solutions to build a comprehensive support resource.

    • Collaboration :

  • Collaborate with other IT teams to resolve escalated issues and ensure a seamless user experience.
  • Participate in team meetings and contribute to ongoing process improvements.

    • User Education :

  • Conduct training sessions and workshops to educate end-users on IT best practices and new technologies.
  • Create user-friendly guides to empower users to troubleshoot common problems independently.

    • The Profile

    Skills :

  • Technical proficiency in desktop operating systems, software applications, and hardware components.
  • Strong problem-solving and analytical skills.
  • Familiarity with ITIL best practices is a plus.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Exceptional communication and interpersonal skills.

    • Qualifications :

  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
  • Proven experience in a service desk or technical support role.
  • Strong knowledge of Microsoft Windows and Office applications.
  • Familiarity with troubleshooting hardware, software, and network issues.
  • Excellent customer service and communication skills.
  • Ability to work independently and collaboratively within a team.

    • The Employer

    Our client is an end-to-end information technology services and solutions provider, working with leading organizations from the Financial Services, Technology, Communications & Media, Manufacturing & Retail, Energy and Utilities and various other domains.

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    Service Desk Analyst • Greater Kuala Lumpur, Malaysia