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SERVICE DESK ANALYST - MANDARIN SPEAKING
HCLTechKuala Lumpur, Kuala Lumpur, Malaysia30+ hari lalu
Penerangan pekerjaanLanguage Proficiency : Fluency in Mandarin is mandatory. Education : Bachelor’s Degree or Diploma in Computer Science, Information Technology, or a related technical discipline. Experience : 2+ years of experience in a call center or IT service desk environment. Fresh graduates with relevant academic background and language skills are encouraged to apply. Technical Competencies : Strong understanding of operating systems, mobile technologies, and standard IT hardware / software. Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts. Ability to diagnose and resolve common technical issues independently. Soft Skills : Excellent verbal and written communication skills. Strong interpersonal skills and customer-centric mindset. Ability to work effectively under pressure and manage time efficiently. Associate Full-time Customer Service and Information Technology IT Services and IT Consulting
Overview
SERVICE DESK ANALYST - MANDARIN SPEAKING
Responsibilities
- Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
- Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
- Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
- Guide users through step-by-step resolution processes with clarity and professionalism.
- Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
- Provide accurate and up-to-date information on IT products, services, and policies.
- Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
- Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
- Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
- Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.
Job Requirements
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