Service Desk Analyst-Mandarin

Summary

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

Responsibilities:

• Image and install software on Windows and Apple laptops/desktops, including iMacs, ensuring proper configuration for new setups, system moves, additions, and changes.
• Provide remote software installation and support.
• Troubleshoot and resolve post-deployment issues across multiple platforms, including Windows, MacOS, and mobile devices.
• Install, maintain, and troubleshoot printers. Provide break/fix support as needed.
• Oversee the disposal, redeployment, and reclamation of hardware assets.
• Ensure all incoming equipment is properly tagged and entered into the asset management system.
• Maintain an accurate inventory of hardware, and provide weekly reports on physical counts and outflows of equipment.
• Coordinate shipping and logistics for hardware, ensuring timely deliveries and returns.
• Coordinate data backup processes and support data recovery efforts, ensuring data integrity and availability.
• Manage hardware refresh cycles, including warranty and out-of-warranty repairs and replacements.
• Collaborate with external suppliers and vendors to schedule repairs for malfunctioning hardware.
• Provide walk-up support for end users, addressing hardware and software issues promptly.
• Offer specialized support to executives (VIPs), ensuring minimal disruption to their work.
• Provide audio and video support, including system health checks and troubleshooting.
• Work with external vendors to coordinate dispatch and repair support, ensuring timely resolution of hardware issues.
• Open, manage, and close service requests. Track and assign incidents, ensuring timely resolution in line with service level agreements (SLAs).
• Manage the classification, assignment, and tracking of requests to ensure efficient completion.
• Collaborate with cross-functional teams (e.g., HR, IT) to support the onboarding process for new hires, ensuring seamless equipment provisioning and setup.
• Ensure that all hardware and software resolutions align with company policies, standards, and best practices.

Qualifications:

• Diploma/Bachelor’s degree in Information Technology/related field OR equivalent experience.
• 3-5 years of IT experience, including technical training.
• At least 2 years of experience in a Global Service Desk Team or similar support role.
• Strong knowledge of Windows and MacOS (including laptops).
• Experience with Windows 10 imaging.
• Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).
• Experience with networked printers (queue creation, server maintenance).
• Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using ITSM tools (e.g., Remedy, HP Service Center).
• Knowledge of Active Directory and Exchange (user accounts, mailboxes, distribution lists).
• Remote desktop support (e.g., Bomgar, WebEx, SMS, Windows tools).
• Experience supporting desktop/laptop computers, printers, and mobile devices (PDA, Blackberry).
• Support for various software (Adobe Acrobat, WinZip, browsers, VPN, etc.).
• Strong written and verbal communication skills.

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM6,000.00 per month