IT Fresh Graduate (Service Desk Analyst, Mandarin Speaking)
HCLTech • kuala lumpur, kuala lumpur • Posted May 27, 2026
About the Role
- Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
- Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
- Analyze customer‑reported issues and determine appropriate solutions or escalation pathways.
- Guide users through step‑by‑step resolution processes with clarity and professionalism.
- Escalate complex or unresolved issues to relevant second‑level support teams in a timely manner.
- Provide accurate and up‑to‑date information on IT products, services, and policies.
- Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
- Conduct follow‑ups to ensure incident resolution and maintain a high level of customer satisfaction.
- Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
- Contribute t...