• 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.