IT Service Desk Analyst (Mandarin Speaker)

Malaysia, Selangor, Petaling Jaya

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What you will be working on 

  • Provide 1st level support from a wide range of services including travel and expense, procurement and IT   services, to internal and external customers and patients. 

  • Handle Incidents & Requests received via Multiple Communication Channels and coordinate the End-to-End  Ticket Lifecycle by following the incident and request management procedures. 

  • Guide customers on Self-Service, by encouraging customers to be more autonomous, by guiding them to solutions, sharing guides & showing Self Service Portal capabilities, etc. Moreover, contributes to Building Knowledge  base for customer experience organization and customers. 

  • Ensure that excellent customer experience is achieved through the combination of soft skills and customer-  centric mindset. 

  • Invest in Self-Learning and development: Stay up-to-date with new services, and invest in technical expertise   for specific areas according to the business needs. 


The ideal candidate 

  • Customer oriented mindset, highly accountable, agile, and results oriented. 

  • Ability to work in, co-create and contribute to a highly complex and team-oriented global environment. 

  • High aptitude for learning and developing skills in his/her areas of specialization. 

  • Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need   to be effectively managed, while maintaining composure and flexibility in a structured environment . 

  • Develop organizational and communication skills.

  • Taking ownership and driving end to end resolution while keeping the customer updated. 

  • Ability to comply with process requirements, like discipline on the job schedule,adherence to established   procedures and effort to meet performance metrics related to the job. 

  • Contributes to the organization's quality   goals by knowing and understanding quality metrics and the way she/he can positively impact those. 

  • Involvement in small projects with the guidance of the operations manager or people leader.

  • Learn from the focus groups such as QA, KM, Feedback, and others, as part of their development.


Requirements for IT:

  • H.S Diploma.

  • Basic Knowledge in Windows, Mac and iOS in general.

  • Supports Standard and Non-Standard Software, Hardware & Infrastructure.

  • 2 years experience:

  • At least 1 year experience in a technical support environment.

  • At least 1 year experience in customer service.

  • IT related Title is a plus.

  • Fluent in Mandarin and English with excellent written and oral communications skills is required.

  • Able to work on shift example from 1pm to 10pm for Mandarin IT team.