Analyst (Support & Operations)
Malaysia
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Job Description
Analyst (Support & Operations)
Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

  • Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
  • Resolve or Route incidents and requests to appropriate teams
    Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User Access and Exit controls.
  • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
  • Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
  • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
  • Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
  • Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
  • Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)
  • Willing to work in different shifts and national holidays as required by Operations.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

Technical Requirements:

  • Windows Operating systems
  • Clients: Windows8, Windows7, Windows 10, Windows 11
  • Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
  • Internet browsers (e.g. Edge, Explorer, Chrome, Firefox)
  • Anti-virus and firewall software
  • PC Hardware knowledge
    o Desktop
    o Laptop
    o Peripheral devices (printers, scanners)
  • Mobile devices and OS (iOS/Android/Windows)

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.