ServiceOne Solutions Malaysia Hiring! Full Time IT Service Desk Lead in Federal Territory, Earn up to MYR 10,999 - Ricebowl

Responsibilities:

• Effectively resolve Level 1.5 Service Desk technical queries as per the deliverables outlined
• Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.
• Provide remote support to Japanese and English user when connected by calls, email or chat when users are facing issue with their computer system.
• Asking relevant questions to resolve typically known problems within required timescales
• Ensure appropriate documentation of the interaction with the customer in the prescribed format
• Ability to communicate clearly and able to provide guidance by giving instruction when performing troubleshooting to identify or resolve the technical issues remotely.
• Explain to Clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
• Ensure that performance parameters are met to meet SLA targets
• Ability to clearly transfer technical knowledge to knowledge base, colleagues, and the Customers.
• Maintain technology documentation, work with Vendors and managing team experience.
• Perform additional duties and projects as assigned by Company.

Requirement:

• Language: Must be able to speak and write fluent Japanese and English.
• Sound analytical and problem-solving skills with good communication skills
• Able to work independently and collaboratively as a team
• Demonstrates assertiveness, pro-activeness and ability to work in a fast-paced environment
• Minimum degree is required or minimum 5+ years’ experience in leading Level 1/Level 2 Regional Service Desk Environment
• Technical knowledge/expertise to support technical related queries and troubleshooting – Hardware and Software (In-House Applications)
• Experienced in technical support process providing remote support for Laptops / Desktops / LAN Issues / Application etc.
• Good support knowledge of Windows Operating systems, general standard knowledge on off the shelves software like Microsoft Office, Network knowledge, etc.
• Working 8 hours per days – Willingness to work in rotational shifts, Monday to Sunday, including Public Holiday
• 5 days per week with shift changes monthly between teams.
• Self-motivated, with keen attention to detail, and ability to present ideas in user-friendly language
• Experience working in working in a team-oriented, collaborative environment, with the ability to effectively prioritize and execute tasks in a high-pressure environment

Pay: RM9,000.00 - RM10,999.00 per month

Application Question(s):

• Are you willing to work in rotational shifts?
• How many months' notice you required to give your current employer?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Service desk: 3 years (Preferred)
• leadership: 1 year (Preferred)

Language:

• Japanese (Preferred)

Work Location: In person