Service Desk Analyst (Mandarin and English Speaker)

Location: DXC office in Petaling Jaya, Malaysia; on-site work with a 24/7 support schedule, 9-hour shifts, 5 working days and 2 days off.

Company

hirify.global delivers technology and IT service solutions with a focus on service delivery and infrastructure support.

What you will do

• Provide L1 support to end users on mobile and desktop platforms.
• Resolve issues involving standard software, desktops, laptops, operating systems, messaging, remote access, and related platforms.
• Diagnose and triage incidents, resolving at least 80% of chat and ticket requests through knowledge, client-management, and remote-control tools.
• Monitor queues for misrouted, unresolved, or complex tickets requiring further investigation.
• Support service desk documentation, infrastructure support processes, and smooth call-centre operations.
• Determine methods for new assignments and may supervise non-exempt employees.

Requirements

• At least 1 year of experience in IT technical support or a service desk role.
• Working knowledge of server and desktop/laptop operating systems, PC and server hardware, data communications, and data-centre operations.
• Familiarity with local-area, wide-area, and wireless networks.
• Excellent written and verbal Mandarin and English communication skills are required.
• Relevant IT certificate, diploma, degree, training, or equivalent information technology service-delivery experience.
• Willingness to work from the Petaling Jaya DXC office and follow the assigned shift schedule.

Nice to have

• Experience in a help desk or customer service support environment.

Culture & Benefits

• In-person collaboration is prioritized while maintaining flexibility for wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive working environment focused on strong connections and community.
• 24/7 service coverage organized into rotating shifts with two days off per work week.