Help Desk – L1 | Bahasa Melayu 🇵🇭
📍 Location: Manila, Philippines – Hybrid
🕒 Experience: 2+ Years
🔄 Shift: Rotating every 10 weeks – AM / PM / Night Shift
💰 Salary: Market Rate
🎓 Education: IT background preferred
🗣️ Language: Bahasa Melayu – Mandatory
Role Overview
We are looking for a customer-focused L1 Help Desk Analyst to provide first-level technical support, troubleshoot user issues, manage incidents, and ensure timely resolution or escalation.
Key Responsibilities
- Provide L1 technical support and troubleshooting for Windows, Mac, Ubuntu/Linux, applications, and peripherals.
- Receive, document, categorize, resolve, and escalate incidents and service requests.
- Monitor ticket queues and ensure timely resolution according to procedures.
- Troubleshoot VPN, internet connectivity, MS Office, Active Directory, Exchange, and other common IT issues.
- Provide remote support using WebEx, VNC, RDP, or similar tools.
- Install, configure, troubleshoot, and update operating systems, applications, drivers, and devices.
- Work closely with L2/L3, infrastructure, application, and global support teams.
- Maintain accurate ticket records, knowledge articles, and troubleshooting documentation.
- Provide excellent customer service and support users with technical queries.
Must-Have Skills
✔️ Bahasa Melayu language speaker – NON-NEGOTIABLE
✔️ Minimum 2 years of Help Desk / Service Desk / L1 Support experience
✔️ Windows / Mac / Linux troubleshooting
✔️ MS Office, Active Directory & Exchange
✔️ ITSM / Ticketing tools
✔️ VPN & network troubleshooting
✔️ Remote support tools
✔️ Strong communication and customer-service skills
✔️ Ability to work in rotating AM / PM / Night shifts
Ideal Candidate
A proactive and customer-focused L1 Support professional with strong troubleshooting skills, excellent communication, and flexibility to work rotating shifts in a 24/7 support environment.
📌 Manila-based candidates preferred.