IT Service Desk Lead

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia ServiceOne Solutions Malaysia Sdn Bhd Full time 96,000 - 156,000 per year

The IT Service Desk Team Lead (Japanese Language) is responsible for supervising and supporting a remote team of Service Desk Analysts who provide first-line technical support to internal users, including those in Japan. This role requires fluency in Japanese and English, strong leadership skills, and experience in remote IT service delivery.

Responsibilities

  • Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.
  • Monitor service desk ticket queues to ensure timely response, resolution, and closure of incidents and requests according to SLAs.
  • Act as the primary escalation point for complex or high-priority technical issues, collaborating with IT teams and stakeholders as needed.
  • Ensure high-quality, customer-focused support for Japanese-speaking users through clear and effective communication.
  • Conduct regular virtual team meetings, training sessions, and knowledge sharing to foster team development and maintain up-to-date technical expertise.
  • Analyse support metrics and generate reports to identify trends, improve processes, and optimize team performance.
  • Develop and maintain knowledge base articles and process documentation in both Japanese and English.
  • Drive continuous improvement initiatives to enhance the remote support experience and customer satisfaction.
  • Ensure compliance with IT policies, procedures, and information security standards.
  • Assist with recruitment, onboarding, and remote training of new service desk team members.
  • Perform additional duties and projects as assigned by Company.

Requirement

  • Language: Must be able to speak and write fluent Japanese and English.
  • Diploma or above in Information Technology, Computer Science, or a related discipline.

Experience:

  • Minimum 3-5 years of experience in IT service desk or technical support roles, with at least 1-2 year in a supervisory/team lead capacity.
  • Prior experience supporting Japanese-speaking users is strongly preferred.
  • Experience managing or working in a remote tea, environment is an advantage.

Technical Skills:

  • Strong knowledge of Windows and macOS operating systems, Microsoft Office applications, and basic networking.
  • Experience with ITSM and ticketing systems (e.g., ServiceNow).
  • Familiarity with Active Directory, remote support tools, and ITIL best practices.

Other Skills:

  • Excellent leadership, coaching, and people management abilities.
  • Strong analytical, organizational, and problem-solving skills.
  • Outstanding communication and interpersonal skills.
  • Customer-focused attitude with a commitment to service excellence.
  • Ability to manage multiple priorities and work independently in a distributed remote team.

Shift requirement:

  • 8-hour shifts, rotational schedule starting as early as 7:00 AM and last shift ended by 6:00 PM, Monday – Friday (including public holidays).

Job Type: Full-time

Pay: RM8, RM13,000.00 per month

Benefits:

  • Maternity leave
  • Parental leave
  • Professional development

Experience:

  • IT service desk: 5 years (Required)

Language:

  • Japanese Language (Preferred)

Work Location: In person

  • 1st Line Service Desk Engineer

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Silverbug IT Full time 30,000 - 60,000 per year

    We're Air IT, an incredible MSP with the history and expertise to provide an amazing array of services and a bright future ahead of us.We've grown a lot since our beginning back in 2005. We're proud to have brought together nine leading companies as a family, with more on the horizon. Now, with an office presence across the UK, we are extremely honoured to...

  • Service Desk Agent

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Function One IT Services Sdn. Bhd. Full time 33,000 - 66,000 per year

    About the RoleWe are looking for a Service Desk Agent who is responsible, disciplined, and open-minded to join our growing team in Kuala Lumpur. You will be the first point of contact for users who need technical assistance, providing efficient and friendly support while maintaining a professional attitude.We value teamwork, respect, and a peaceful working...

  • Senior Service Desk Analyst

    3 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Nexroar Service SDN BHD Full time

    Job Requirements and Responsibilities:➢ Acting as a point of contact for technical escalations within the Service Desk Team,working alongside and feeding back resolutions to the team➢ Managing incidents, requests and problems➢ Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs andCustomer Satisfaction across all...

  • Service Desk Supervisor

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 90,000 - 120,000 per year

    Company: A multinational company (MNC) with regional operations in IT and business support services.Location: Kuala Lumpur, MalaysiaWork Schedule: work on site, 5 days per week, rotational shifts (including weekends and public holidays)About the RoleWe are seeking a Service Desk Supervisor to lead a regional IT support team providing Level 1 and Level 2...

  • Service Desk Support

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Infokall Solutions Sdn Bhd Full time 40,000 - 48,000 per year

    Service Desk Support personnel are responsible for managing customer inquiries and requests through various channels, including email, phone, and selfservice portals. They are expected to gather detailed information regarding reported issues, escalate them to the appropriate business unit or functional team, and document all interactions within the company's...

  • Service Desk Support

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MSP Hitect Sdn Bhd Full time 48,000 - 72,000 per year

    Academic Qualification * A diploma or bachelor's degree in Information Technology, Computer Science, or any dicipline. 2. Skills * Fundamental understanding of computer hardware and software. * Ability to follow standard operating procures and escalate issues when necessary * Customer-focused attitude, eagerness to learn, and ability to work effictively in a...

  • Desktop Support/Service desk/IT Help desk

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Avensys Consulting Full time 40,000 - 60,000 per year

    Avensys is a reputed global IT professional services company headquartered in Singapore. Our services include enterprise solution consulting, business intelligence, business process automation, and managed services. Given our decade of success, we have become one of the top trusted providers in Singapore and service a client base across banking and financial...

  • Service Desk Analyst

    2 hours ago

    Kuala Lumpur, Kuala Lumpur, Malaysia NexRoar Services Sdn Bhd Full time 40,000 - 60,000 per year

    Job SummaryTheService Desk Analystwill act as a key technical escalation point within the Service Desk team, ensuring smooth incident, request, and problem management processes. This role requires providing1st and 2nd line remote supportacross multiple clients, maintaining high service quality and customer satisfaction while adhering toSLA and KPI targets....

  • Non-Executive, Service Desk

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MISC Group Full time 30,000 - 60,000 per year

    JOB PURPOSE:Receive and resolve Tier 1 queries from BUs/SUs and external vendors. Escalate the matter to Tier 2 if necessary and follow through to resolution.Timely assign, monitor and report service requests status. If necessary, escalate unresolved service requests that are exceeding SLAProvide support for analysis and CI initiativesPRINCIPAL...

  • PR & Content Writer (Internal Marketing & Communications)

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia China Trading Desk Full time 40,000 - 60,000 per year

    Company DescriptionChina Trading Desk (CTD) is a leading cross-border digital marketing company that helps global brands unlock growth opportunities in China and beyond. We specialise in programmatic advertising, media buying, and campaign optimisation across major Chinese platforms such as Baidu, WeChat, Weibo, Douyin, Xiaohongshu (XHS), and more. Our team...