Executive - Service Desk Analyst (Korean Language Support)
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Job Description
The Responsibilities of the Role:
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
- Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
- Perform initial diagnosis and attempt to resolve issues related to:
- Password resets and account access.
- Email and collaboration tools.
- Operating system and basic hardware troubleshooting.
- Network connectivity (Wi-Fi, VPN).
- Standard applications (e.g., Microsoft Office, browsers).
- Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
- Monitor open tickets and ensure timely follow-up and closure.
- Maintain detailed and accurate documentation of user interactions and solutions provided.
- Provide status updates and communication to users on ticket progress.
- Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
- Participate in shift rotations (if applicable), including weekends and holidays as required.
Skill Requirements:
- Proficient in English and Korean language (spoken and written).
- Good multitasking ability.
- Basic understanding of IT systems and troubleshooting techniques.
- Familiarity with ITIL practices is an advantage.
- Excellent computer knowledge: MS Office including MS Outlook and surfing the internet for information/research.
- Excellent presentation and communication skills.
- Good problem-solving skills.
- Network basics (LAN & basic Wi-Fi knowledge).
- Hardware Basics (Motherboard / Hard disk / Memory / Display / BIOS etc.).
- Speak with good pace, articulate and have clear pronunciation.
- 0–2 years of experience in an IT support/service desk role.
- Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
- Desired Certifications: ITIL Foundation, CompTIA A+.
- Microsoft Certified: Modern Desktop Administrator Associate (or similar)
The Package :
- Attractive Salary (RM10,000 – RM12,000)
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
Experience Required :
- Entry Level
Location :
- Bangsar South.
Employment Type :
- Full Time.