IT Service Desk QA Analyst - Mandarin Speaker

IT Service Desk QA Analyst - Mandarin Speaker

Kuala Lumpur
2-5 years
5000 - 10000 MYR

Job Description

Daily responsibilities:

The QA/Trainer ensures the quality of help desk support services through training new hires, monitoring and reviewing help desk activities (calls and tickets),
conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time, and recommending process improvements

• Train new hires on HighPoint help desk processes, procedures, standards, and systems This includes call handling, customer service skills, ticket creation and documentation,
and basic troubleshooting resources and methods
• Develop and maintain training materials: print, electronic, audio/visual, etc for delivery in classroom, web, phone, etc. settings
• Update training curriculum in response to process or system changes
• Develop, administer, and score assessments Track and report on results
• Schedule training sessions in cooperation with help desk management to minimize disruption to scheduling
Quality Assurance (QA):

• Monitor, review, and score help desk calls and tickets on a daily basis to ensure compliance with HighPoint service standards
• Track QA results, analyze to identify concerns, and provide QA reports to management Recommend improvements and participate in implementing
• In cooperation with Service Desk management and account management develop and implement targeted QA processes and schedules to address identified priorities
• Conduct coaching and remediation sessions with Service Desk resources to verify awareness of standards and processes and facilitate improvement


HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( ) and HCL Infosystems (

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

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