IT Helpdesk Analyst

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia HCL Technologies Malaysia SDN BHD Full time

Key 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 Korean is mandatory.
  • Education: Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
  • 0 to 1 year of experience in a call center or IT service desk environment.
  • Fresh graduates with relevant academic background and language skills are encouraged to apply.
  • 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.
  • 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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