Service Desk Analyst (Mandarin and English Speaker)

Job Description:

Job Description: L1 IT Support Service Desk Agent (Mandarin & English Speaking)

About DXC Technology

DXC Technology is a leading Fortune 500 IT services company with $17.7 billion in revenue (FY21) and more than 130,000 colleagues around the world. At DXC, we harness innovation to help planes fly, markets function, and businesses move at the speed of digital commerce. Serving more than 240 of the Fortune 500, we have a 60-year track record of delivering and modernizing the world’s most mission-critical IT systems.

Work hours/schedule:  24 hours x 7 support hours. 9 hours shift, 5 working days.

Work days:  5 working days and 2 off days

Work location: DXC PJ Office

Job Description

• Provide support to end users on their mobile and desktop platforms. 
• Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operate (desktops, laptops, PC-COE, remote access, messaging, etc.). 
• In-depth knowledge of technical skills in hardware, Mac/MS Operating Systems, Network, Remote Connectivity and process knowledge to ensure quality in all the Global Service Desk businesses, infrastructure support, and documentation. 
• Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician. 
• Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction. 
• Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation. 
• Assist team with other duties required to maintain the call centre operates smoothly.
• Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employees.

Type of Experience Needed

• Client Services: Working knowledge of Server and Desktop/Laptop Operating Systems, PC/Server Hardware & Data Communications.
• Communications: Familiarity with local/wide area networks and wireless networks.
• Production Support: Basic knowledge of data centre operations, processes and job control.
• At least 1 year experienced in IT technical support/service desk.

Qualification

• Excellent verbal and written communication skills in Mandarin and English
• Education, training, and/or relevant experience equivalent to the completion of a relevant Certificate / Diploma / Degree in IT related courses and/or relevant experience in Information Technology service delivery
• Experience working in Help Desk or Customer Service Support environment is an added advantage
• Excellent and effective communication (written and oral), telephone and listening skills
• Applicants must be willing to work in Petaling Jaya DXC Office, Malaysia
• Applicants must be willing to follow the work shift schedule.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.