SERVICE DESK ANALYST - MANDARIN SPEAKING

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

Language 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. Seniority level

Associate Employment type

Full-time Job function

Customer Service and Information Technology Industries

IT Services and IT Consulting Referrals increase your chances of interviewing at HCLTech by 2x Get notified about new Service Desk Analyst jobs in

Greater Kuala Lumpur . Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr