IT Technical Helpdesk Associate / MS Engineer - ICS (L1) - Japanese Speaker（求人番号：52656）

- Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
- Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
- Responsible to meet customer SLAs agreed in place
- Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
- Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
- Monitors client infrastructure and solutions

Academic Qualifications
- Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
- Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must
- Basic IT Skill; using PC on daily basis
- Language requirement: For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N3 is required)
- For Japanese native candidates: Intermediate to business level English

Advantageous Certifications (not mandatory, but good to have)
- Up-to-date and relevant ITIL certification
- COMPTIA
- Any certificate related to M365
- Service Desk Analyst
- BJPT (Business Japanese Proficiency Test)

Advantageous Experience
- Experience in customer service especially in Japanese

Business Level

English,Japanese

- Annual leave: 15 days
- Medical leave:14 days
- Insurance coverage:
Outpatient: Reimbursement of outpatient medical expenses from panel hospitals/clinics (Employee & dependents)
- Group Hospital & Surgical Insurance (Hospitalisation, Surgical treatment and expenses): RM100,000 (Employee & dependents)
- Group Term Life Insurance: RM100,000 (Employee only)
- Group Personal Accident Insurance: RM150,000 (Employee only)
- Dental: RM750 per annum (reimbursable)
- Health Screening:
Reimbursable of annual health check-ups based on age limit
- Wellness: RM 550 per annum (reimbursable) for wellness benefits

Follow Japanese holidays

7am 〜 7pm