Service Desk Agent, Mandarin, English

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• First-Line Support: Manage and address incoming support inquiries through the ticketing system, email, and phone in a courteous manner.

• User Account Management: Perform daily functions in Active Directory, including the creation of new user accounts, password resets, and deactivation of accounts for departing employees.

• PC Troubleshooting: Provide assistance to end-users facing issues with Windows 10/11, covering software installations, executing Windows updates, and driver updates.

• Remote Access Support: Help remote users with fundamental VPN connection challenges to ensure their access to company data.

• Efficiently escalate complex or unresolved matters to the Level 2 team with detailed notes.

⛳️ Requirements

• 1–2 years of demonstrated experience in an IT Service Desk or Helpdesk position.

• Active Directory: Familiarity with essential tasks (resetting passwords, unlocking accounts, creating users).

• Windows Support: Strong background in troubleshooting Windows 10/11 issues and installing standard applications.

• Network Basics: Experience assisting users with VPN client connections and Wi-Fi problems.

• Proficient in Mandarin and English (both written and spoken) for effective user communication.

• Service Mindset: Patient, courteous, and enthusiastic about helping users resolve their issues.

• Reliable: Strong time management skills and the ability to independently research solutions and troubleshoot effectively.

🏝️ Benefits

• Leave: In accordance with Malaysia's Employment Law.

• Allowances: Shift allowances provided for the night shift.

• Learning & Development: Opportunities for training programs and sponsorship for IT certifications.

• Compensation Growth: Annual salary reviews and performance-based bonuses.