Service Desk Analyst (Mandarin + English Support)

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We’re #BuildingOnBelief.

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting‑led, cognitivepowered, integrated portfolio of business, technology and engineering services and solutions.

Tata Consultancy Services (Malaysia) Sdn Bhd, an MSC Status company established since 2003 has been serving various Malaysian customers from various industries across Banking & Financial Services, Telecommunications, Oil & Gas, Airlines, Healthcare, GLCs and many more.

Working Arrangement

Morning & Noon Shift with 2 rotational off days.

Job Summary

Deliver technical support and assistance related to computer systems, hardware, and software by responding to user inquiries, running diagnostic tests, identifying issues, and implementing effective solutions to ensure minimal disruption to business operations. The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

• Serve as the first line of support for users experiencing technical difficulties through various communication channels.
• Conduct remote troubleshooting using diagnostic tools and targeted questioning to identify issues.
• Guide customers step‑by‑step through the resolution process.
• Escalate unresolved problems to higher‑level support teams when necessary.
• Deliver accurate and relevant information regarding IT products and services.
• Respond to customer emails and ensure timely follow‑up.
• Document incidents, service requests, and resolutions in the ticketing system.
• Keep customers informed by updating their status and case details regularly.
• Relay customer feedback and suggestions to the appropriate internal teams.
• Recommend improvements to existing support procedures and workflows.
• Install, configure, and repair computer hardware and software as needed.
• Analyze customer‑reported issues to determine the most effective solutions.

Skills & Qualifications

Equal Opportunity Statement

All applicants who meet the requirements will be considered equally and fairly for employment. We will review your application and will get back to you if we are considering your interest in this opportunity.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Information Technology

Industries

IT Services and IT Consulting

Location

Federal Territory of Kuala Lumpur, Malaysia

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