Mandarin Speaking IT Helpdesk/SD

Mandarin Speaking IT Helpdesk/SD

Kuala Lumpur
2-5 years
Not Specified

Job Description

Required Skills / Qualifications:
• Good Knowledge on Excel
• Basic Knowledge Windows, Outlook, PC related issue
• Oversees provisioning and break/fix
• Monitors process to ensure best productivity
• Improves and maintains customer and employee satisfaction
• Monitors and maintains SLAs
• Gathers and suggests value additions for submission to customer with SDM
• Coordinates intra-track and Micron service coordination
• Point of escalation between customer and analyst
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end user. Route problems to internal second and third level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
1. Excellent communication and conversation skills (Verbal and Written)-
2. Good documentation skills-
3. Native Mandarin (can read &write)
4. Should have a great customer handling skill
5. Able to handle unforeseen situations-
6. Can drive HCL's value and methodology
7. Can accept shifts (24 *7 services)


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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