Service Desk Analyst (Mandarin and English Speaker)

Location: Petaling Jaya, Malaysia — DXC PJ Office; onsite attendance and rotating shifts required

Company

hirify.global is a Fortune 500 IT services company delivering and modernizing mission-critical IT systems for large enterprise customers.

What you will do

• Provide L1 technical support to end users on mobile, desktop, laptop, messaging, remote access, and standard software platforms.
• Diagnose and triage incidents involving hardware, Mac and Microsoft operating systems, networks, and remote connectivity.
• Use knowledge bases, client management tools, and remote control software to resolve at least 80% of chat and ticket requests without dispatching desk-side support.
• Monitor queues for misrouted, unresolved, or complex tickets requiring further investigation.
• Support documentation and other activities needed to keep the service desk operating smoothly.

Requirements

• At least 1 year of experience in IT technical support or a service desk role.
• Excellent written and verbal communication skills in Mandarin and English.
• Working knowledge of server and desktop or laptop operating systems, PC and server hardware, and data communications.
• Familiarity with local-area, wide-area, and wireless networks, plus basic data centre operations and job control.
• Relevant IT certificate, diploma, degree, training, or equivalent professional experience.
• Willingness to work from the Petaling Jaya DXC office and follow a 24/7 shift schedule: 9-hour shifts, 5 working days, and 2 days off.

Culture & Benefits

• In-person collaboration is prioritized, with flexibility intended to support wellbeing, productivity, and different work styles.
• Inclusive work environment focused on strong connections and community.
• Rotating 24/7 service coverage.