Service Desk Analyst- Japanese

6 days ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

Summary

This role will be to provide overall hardware/software support to employees and

incoming new hires. The position will assist in providing weekly reports, inventory

management, and other administrative tasks as needed.

**Responsibilities**:

- Image and install software on Windows and Apple laptops/desktops, including

iMacs, ensuring proper configuration for new setups, system moves,

additions, and changes.
- Provide remote software installation and support.
- Troubleshoot and resolve post-deployment issues across multiple platforms,

including Windows, MacOS, and mobile devices.
- Install, maintain, and troubleshoot printers.
- Provide break/fix support as needed.
- Oversee the disposal, redeployment, and reclamation of hardware assets.
- Ensure all incoming equipment is properly tagged and entered the asset

management system.
- Maintain an accurate inventory of hardware and provide weekly reports on

physical counts and outflows of equipment.
- Coordinate shipping and logistics for hardware, ensuring timely deliveries and

returns.
- Coordinate data backup processes and support data recovery efforts,

ensuring data integrity and availability.
- Manage hardware refresh cycles, including warranty and out-of-warranty

repairs and replacements.
- Collaborate with external suppliers and vendors to schedule repairs for

malfunctioning hardware.
- Provide walk-up support for end users, addressing hardware and software

issues promptly.
- Offer specialized support to executives (VIPs), ensuring mínimal disruption to

their work.
- Provide audio and video support, including system health checks and

troubleshooting.
- Work with external vendors to coordinate dispatch and repair support,

ensuring timely resolution of hardware issues.
- Open, manage, and close service requests.
- Track and assign incidents, ensuring timely resolution in line with service level

agreements (SLAs).
- Manage the classification, assignment, and tracking of requests to ensure

efficient completion.
- Collaborate with cross-functional teams (e.g., HR, IT) to support the

onboarding process for new hires, ensuring seamless equipment provisioning

and setup.
- Ensure that all hardware and software resolutions align with company

policies, standards, and best practices.

Qualifications:

- Diploma/bachelor’s degree in information technology/related field OR

equivalent experience.
- 3-5 years of IT experience, including technical training.
- At least 2 years of experience in a Global Service Desk Team or similar

support role.
- Strong knowledge of Windows and MacOS (including laptops).
- Experience with Windows 10 imaging.
- Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).
- Experience with networked printers (queue creation, server maintenance).
- Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).

Experience using ITSM tools (e.g., Remedy, HP Service Center).
- Knowledge of Active Directory and Exchange (user accounts, mailboxes,

distribution lists).
- Remote desktop support (e.g., Bomgar, WebEx, SMS, Windows tools).
- Experience supporting desktop/laptop computers, printers, and mobile

devices (PDA, Blackberry).
- Support for various software (Adobe Acrobat, WinZip, browsers, VPN, etc.).

Strong written and verbal communication skills

**Job Types**: Full-time, Permanent

Pay: RM8,000.00 - RM10,000.00 per month

Work Location: In person

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