IT Helpdesk Analyst

PRIMARY RESPONSIBILITIES:



Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
Provide information on IT processes, general how-to queries and known outages.
When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
Follow-up with Level 2 support teams for timely completion of tasks.
Co-ordinate with third-party vendors like Dell and Canon for hardware issues.
This job role requires candidates to provide IT support on inbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Japanese speaking candidate needs to work Monday to Friday during Japan Business hours.


TECHNICAL SKILLS:



Thorough knowledge of Windows 7 Operating System.
Good working knowledge of Windows, MS Office & internet technologies.
Basic networking concepts, troubleshooting LAN/remote access problems.
Expertise in configuring and troubleshooting MS Outlook 2007 or later
Ability and willingness to learn quickly, keep knowledge current.


EDUCATION & WORK HISTORY:



Minimum qualification: HSC (Grade 12)/ STPM or equivalent. Technical diploma is preferred, but not mandatory.
Able to demonstrate Japanese language fluency of at least JLPT Level 2 or its equivalent is highly preferred.
Minimum six months experience in a technical support role.
Candidates with prior experience in a technical, voice-based process will be given priority


COMMUNICATION SKILLS:



High proficiency in Japanese and English grammar, vocabulary and sentence structure.
Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.
Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice and confident tone.
Listening skills - Comprehend what is said; respond appropriately without interrupting the speaker.


 OTHER ESSENTIAL SKILLS:



Telephone etiquette - basic call handling skills.
Customer service skills (persuasion, empathy, helpfulness & positive attitude)
Good business communication skills (e-mail)

MalaysiaKuala LumpurLevel 5, Tower 8, Avenue 5, Menara DKLS, Bangsar South City, 59200 Kuala Lumpur, Malaysia. Map

Name of person in charge of hiring：Willipe Chan