Analyst - English, Mandarin, Microsoft Windows
Malaysia
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Job Description
Analyst - English, Mandarin, Microsoft Windows
Kuala Lumpur, Federal Territory of Kuala Lumpur

Job Summary

Job Description : Key Responsibilities\\\\r\\\\nIncident & Request Management\\\\r\\\\n\\\\r\\\\nAct as the primary point of contact for all IT-related incidents and service requests.\\\\r\\\\nLog, categorize, prioritize, and assign tickets using ITSM tools.\\\\r\\\\nPerform first-level diagnosis and resolution of user issues.\\\\r\\\\nMonitor ticket queues and ensure timely resolution within SLA targets.\\\\r\\\\nEscalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. [🚨Hiring:...e internal | Viva Engage], [Schedule 3...F3.0_Final | Word]\\\\r\\\\n\\\\r\\\\nEnd User Support\\\\r\\\\n\\\\r\\\\nProvide technical support for:\\\\r\\\\n\\\\r\\\\nWindows operating systems\\\\r\\\\nMicrosoft Office applications\\\\r\\\\nOutlook and Teams\\\\r\\\\nActive Directory account administration\\\\r\\\\nPassword resets and account unlocks\\\\r\\\\nPrinters and peripheral devices\\\\r\\\\nRemote access and VPN connectivity\\\\r\\\\nBasic network connectivity issues [🚨Hiring:...e internal | Viva Engage], [Hi Team,\\\\r\\\\nI...ith expert | Viva Engage], [Service_De...quirements | Word]\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nCustomer Service\\\\r\\\\n\\\\r\\\\nDeliver excellent customer service through professional communication.\\\\r\\\\nProvide regular ticket status updates to users.\\\\r\\\\nEnsure high customer satisfaction through timely and effective issue resolution.\\\\r\\\\nHandle customer interactions through phone, email, chat, and self-service platforms. [🚨Hiring:...e internal | Viva Engage], [Lot-4 Serv...cification | Word]\\\\r\\\\n\\\\r\\\\nKnowledge Management\\\\r\\\\n\\\\r\\\\nUtilize existing knowledge base articles and SOPs to resolve incidents.\\\\r\\\\nDocument troubleshooting steps and resolutions in the ITSM tool.\\\\r\\\\nContribute to the continuous improvement of knowledge articles and FAQs. [Appendix 2 SOW | Word], [Service_De...quirements | Word]\\\\r\\\\n\\\\r\\\\nProcess Compliance\\\\r\\\\n\\\\r\\\\nFollow ITIL-based Incident, Request, Knowledge, and Change Management processes.\\\\r\\\\nEnsure accurate ticket documentation and reporting.\\\\r\\\\nMaintain compliance with security and operational procedures. [Transition..._Formatted | Word], [Lot-4 Serv...cification | Word], [B.8_IT Ser...k services | Word]\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nRequired Skills\\\\r\\\\nTechnical Skills\\\\r\\\\n\\\\r\\\\nWindows 10/11 administration\\\\r\\\\nMicrosoft Office 365\\\\r\\\\nActive Directory / Entra ID basics\\\\r\\\\nOutlook and Microsoft Teams\\\\r\\\\nServiceNow or similar ITSM tools\\\\r\\\\nBasic networking concepts (DNS, DHCP, TCP/IP, LAN/WAN)\\\\r\\\\nRemote support tools\\\\r\\\\nPrinter and peripheral troubleshooting [🚨Hiring:...e internal | Viva Engage], [Hi Team,\\\\r\\\\nI...ith expert | Viva Engage], [Service_De...quirements | Word] Job Summary : Key Responsibilities Incident & Request Management Act as the primary point of contact for all IT-related incidents and service requests. Log, categorize, prioritize, and assign tickets using ITSM tools. Perform first-level diagnosis and resolution of user issues. Monitor ticket queues and ensure timely resolution within SLA targets. Escalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. [🚨Hiring:...e internal | Viva Engage], [Schedule 3...F3.0_Final | Word] End User Support Provide technical support for: Windows operating systems Microsoft Office applications Outlook and Teams Active Directory account administration Password resets and account unlocks Printers and peripheral devices Remote access and VPN connectivity Basic network connectivity issues [🚨Hiring:...e internal | Viva Engage], [Hi Team, I...ith expert | Viva Engage], [Service_De...quirements | Word] Customer Ser

Key Responsibilities

Job Responsibilities : Key Responsibilities Incident & Request Management Act as the primary point of contact for all IT-related incidents and service requests. Log, categorize, prioritize, and assign tickets using ITSM tools. Perform first-level diagnosis and resolution of user issues. Monitor ticket queues and ensure timely resolution within SLA targets. Escalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. [🚨Hiring:...e internal | Viva Engage], [Schedule 3...F3.0_Final | Word] End User Support Provide technical support for: Windows operating systems Microsoft Office applications Outlook and Teams Active Directory account administration Password resets and account unlocks Printers and peripheral devices Remote access and VPN connectivity Basic network connectivity issues [🚨Hiring:...e internal | Viva Engage], [Hi Team, I...ith expert | Viva Engage], [Service_De...quirements | Word] Customer Service Deliver excellent customer service through professional communication. Provide regular ticket status updates to users. Ensure high customer satisfaction through timely and effective issue resolution. Handle customer interactions through phone, email, chat, and self-service platforms. [🚨Hiring:...e internal | Viva Engage], [Lot-4 Serv...cification | Word] Knowledge Management Utilize existing knowledge base articles and SOPs to resolve incidents. Document troubleshooting steps and resolutions in the ITSM tool. Contribute to the continuous improvement of knowledge articles and FAQs. [Appendix 2 SOW | Word], [Service_De...quirements | Word] Process Compliance Follow ITIL-based Incident, Request, Knowledge, and Change Management processes. Ensure accurate ticket documentation and reporting. Maintain compliance with security and operational procedures. [Transition..._Formatted | Word], [Lot-4 Serv...cification | Word], [B.8_IT Ser...k services | Word] Required Skills Technical Skills Windows 10/11 administration Microsoft Office 365 Active Directory / Entra ID basics Outlook and Microsoft Teams ServiceNow or similar ITSM tools Basic networking concepts (DNS, DHCP, TCP/IP, LAN/WAN) Remote support tools Printer and peripheral troubleshooting [🚨Hiring:...e internal | Viva Engage], [Hi Team, I...ith expert | Viva Engage], [Service_De...quirements | Word]

Skill Requirements

Skill Requirement : Service Desk

Other Requirements

Other Requirement : NA
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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 227,000 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 March 2026 totaled $14.7 billion.