{"id":2811743,"url":"https://alion.io/job/hcltech-service-desk-analyst-mandarin-speaking","title":"Service Desk Analyst (Mandarin Speaking)","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-18T09:43:47Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-24T07:58:27Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Job Summary\nThe Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company's service level agreements (SLAs) and quality standards.\nKey Responsibilities\n1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time.\n2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support.\n3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases.\n4. Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours.\n5. Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary.\n6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance.\nSkill Requirements\n1. Proficiency In Mandarin And English For Effective Communication With Customers.\n2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.\n3. Familiarity With Ticketing Systems And Service Desk Operations.\n4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.\n5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.\nOther Requirements\n1. Optional But Valuable Certifications: Comptia A+, Itil Foundation","description_format":"text","description_chars":1981,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-18T09:43:47Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.877,"p_room":1,"age_days":5,"expected_fill_days":19,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-service-desk-analyst-mandarin-speaking","json_url":"https://alion.io/job/hcltech-service-desk-analyst-mandarin-speaking.json","meta":{"generated_at":"2026-10-24T10:36:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15316,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-service-desk-analyst-mandarin-speaking"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-service-desk-analyst-mandarin-speaking"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-service-desk-analyst-mandarin-speaking"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-service-desk-analyst-mandarin-speaking\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-service-desk-analyst-mandarin-speaking"}]}