IT Service Desk-Mandarin Speaker

2 days ago

Petaling Jaya, Selangor, Malaysia Censoft Sdn Bhd Full time 84,000 per year

Job Description:

We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Analyst. This role requires rotational 16 * 5 support operations with Work from Office and candidate will be the first point of contact for end-user's issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

Certification:

  • An ITIL certificationis desirable.
  • Mandatory - Mandarin Language Certification : HSK Level 8 (score of 270+) and BCTL Advanced Level

Roles and Responsibilities

  • Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
  • Collaborate with team peers to provide best-in-class customer service for aligned task.
  • Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
  • Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
  • Should have a basic understanding of Major Incident Management (MIM).
  • Experience with tools like ServiceNow, Genesys, Beyond Trust (Bomgar)
  • Diagnoses and resolves advanced IT related issues-Software's, O365 and Windows operating systems.
  • Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
  • Setup / Diagnoses and resolve MTR / AV related issue.
  • Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
  • Monitor service desk queues and prioritize requests based on urgency and impact.
  • Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
  • Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
  • Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
  • Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
  • Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
  • Candidate should be an effective team player with a keen eye on Continuous Improvements.
  • Makes recommendations for updates to the KB database.

Job Type: Contract

Contract length: 12 months

Pay: RM7,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Work Location: In person

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