Information Technology Service Desk

2 days ago

Puchong New Village, Malaysia MindPec Solutions Full time 30,000 - 60,000 per year

Role:
Service Desk Analyst – Japanese Speaker

Employer:
IT Services

Working Mode:
On Site

Language Requirement:
Japanese

Job Type:
Permanent

Job Location:
Bukit Jalil, Kuala Lumpur

Experience:
2+ years of experience in a call center or IT service desk environment

Applicants:
Open to local citizens - Japanese speaker JPLT N2 or N1

JOB DESCRIPTION

·      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 Japanese language 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.

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