Deskripsi Pekerjaan
Are you a fluent Korean speaker with a passion for technology and customer service? Dynamic Human Capital Pte Ltd is seeking a dedicated IT Service Desk Agent to join our high-performing team in Kuala Lumpur Sentral. In this role, you will act as the first point of contact for our enterprise clients, providing high-quality Level 1 technical support and ensuring seamless IT operations for global users.
As an IT Service Desk Agent, you will thrive in a dynamic environment, troubleshooting diverse technical issues and contributing to an efficient ITSM ticketing workflow. We provide a collaborative workspace where your linguistic skills and technical aptitude are highly valued. If you are a problem-solver who enjoys assisting others in a fast-paced setting, this is the perfect opportunity to advance your career in the IT industry.
Tanggung Jawab
- Provide first-level technical support to end-users via phone, email, and chat in Korean and English.
- Log, track, and manage all incoming incidents and service requests within the ITSM ticketing system.
- Perform remote troubleshooting for hardware, software, network connectivity, and application-related issues.
- Escalate complex technical issues to L2/L3 support teams according to defined Service Level Agreements (SLAs).
- Maintain accurate documentation and knowledge base articles for frequently reported issues.
- Follow shift-based operational procedures to ensure 24/7 service availability.
- Communicate technical solutions clearly and professionally to non-technical end-users.
Kualifikasi
- Fluent in written and spoken Korean (Native or TOPIK Level 5/6) and English.
- Minimum 1 year of experience in a Service Desk, Helpdesk, or Technical Support role.
- Strong knowledge of Windows OS, MS Office 365, and basic network troubleshooting concepts.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, or Zendesk).
- Exceptional analytical and problem-solving skills with a customer-centric mindset.
- Ability to work effectively in a rotating shift pattern.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are considered a strong advantage.