Service Desk Agent - Bilingual Mandarin/Malay Speaking

#LI-GM

Job Title: Service Desk Agent

Job Summary:

We are seeking a highly skilled Service Desk Agent to join our IT support team. The ideal candidate will be responsible for incident and outage management, ensuring timely investigation and restoration of IT services. This role requires expertise in IT Service Desk operations, customer technical support, and quality assurance (QA) while maintaining high standards of customer satisfaction.

Key Responsibilities:

Incident and Outage Management:

• Proactively monitor IT systems to detect and mitigate potential outages and incidents.

• Lead the investigation and resolution of technical issues affecting business operations.

• Collaborate with IT teams to escalate, track, and restore services in alignment with Service Level Agreements (SLAs).

• Communicate incident status, updates, and resolutions to stakeholders and end-users.

Systems Monitoring & Performance Improvement:

• Continuously monitor IT systems and analyze trends to identify performance issues.

• Recommend and implement preventive measures to minimize future incidents.

• Ensure adherence to IT best practices and standard operating procedures.

Change Management & Production Environment Support:

• Track and manage IT changes, ensuring seamless acceptance into production environments.

• Work closely with relevant teams to assess and mitigate potential risks associated with changes.

• Ensure IT production services align with operational protocols and business needs.

IT Service Desk & Technical Support:

• Provide expert-level support for IT service desk operations, resolving technical issues efficiently.

• Deliver high-quality customer support, ensuring timely responses and resolutions.

• Utilize knowledge management tools to document issues and solutions for continuous improvement.

Customer Satisfaction & Quality Assurance:

• Maintain advanced proficiency in customer service, ensuring a positive end-user experience.

• Conduct quality assurance (QA) activities to ensure adherence to IT support standards.

• Gather customer feedback and implement improvements to enhance service delivery.

Required Qualifications & Skills:

• Education: Bachelor’s Degree in a relevant field of study (e.g., Computer Science, Information Technology, or related discipline).

• Experience: Minimum of 1 year of relevant experience in IT support, service desk, or technical customer support.

• Can speak Mandarin/Malay and English preferred

• Technical Skills:

  • Expert proficiency in IT Service Desk operations.

  • Advanced proficiency in Customer Satisfaction & Quality Assurance (QA).

  • Strong troubleshooting skills with experience in incident management & outage resolution.

  • Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar platforms).

• Soft Skills:

  • Strong problem-solving and analytical abilities.

  • Excellent communication and interpersonal skills.

  • Ability to work in a fast-paced environment and handle multiple priorities.

Preferred Qualifications:

• ITIL Foundation Certification or equivalent knowledge in IT service management.

• Experience with IT monitoring tools and proactive issue detection.

Work Conditions:

• Rotational shifts, including weekends and holidays, as per business requirements.

• Hybrid or on-site work model, depending on company policies.