Global Service Desk Analyst (Korean Speaker)

Location: Shah Alam, Selangor

Job Descriptions:

• Serve as the primary contact for receiving phone calls and support tickets from employees regarding their IT problems and inquiries.
• Provide 1st and 2nd level IT support to diagnose and resolve software and hardware issues, including Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, and mobile devices.
• Respond to IT support phone calls and handle support tickets promptly, adhering to predefined SLAs (Service Level Agreements).
• Record all phone calls and issues in the Service Desk tool, such as ServiceNow.
• Ensure that phone queue response times meet SLA requirements.
• Take responsibility for addressing and collaborate with other IT support teams to resolve high-priority problems.
• Escalate unresolved support tickets to the appropriate next-level support teams.
• Participate in on-call rotations to ensure coverage when necessary.

Job Requirements:

• A diploma or degree in any field, coupled with a strong interest in IT and computers, along with a minimum of one year of experience in Service Desk or Technical support.
• Proficient knowledge of computer systems, mobile devices, and various technology products.
• Advanced proficiency in data gathering, monitoring, and documentation.
• Familiarity with the ITIL framework.
• Exceptional customer service skills.
• Outstanding verbal and written communication abilities in both English and Korean.
• Solid understanding of Service Desk operations.
• Essential skills in Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN, and Wireless networks, antivirus software, and Windows 10.

Others Information:

For those who have what it takes, please send in resume to:
Recruitment Consultant : Fenny
Email: fenny@brightprospect.com.my