{"id":17238,"date":"2026-01-23T07:29:29","date_gmt":"2026-01-23T07:29:29","guid":{"rendered":"https:\/\/mtscloud.com\/?post_type=careers-job&#038;p=17238"},"modified":"2026-01-23T07:29:30","modified_gmt":"2026-01-23T07:29:30","slug":"service-desk-support","status":"publish","type":"careers-job","link":"https:\/\/mtscloud.com\/cn\/careers-job\/service-desk-support\/","title":{"rendered":"Service Desk Support"},"content":{"rendered":"<p><strong>Requirements<\/strong><\/p>\n\n\n\n<p>\u00b7 Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.<\/p>\n\n\n\n<p>\u00b7 Log, classify, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow).<\/p>\n\n\n\n<p>\u00b7 Troubleshoot common issues related to:<\/p>\n\n\n\n<p>o Windows and macOS systems<\/p>\n\n\n\n<p>o User account and password issues<\/p>\n\n\n\n<p>o Email\/Outlook, VPN, and collaboration tools<\/p>\n\n\n\n<p>o Hardware and peripheral devices<\/p>\n\n\n\n<p>o Network connectivity (basic)<\/p>\n\n\n\n<p><strong>Incident &amp; Request Management<\/strong><\/p>\n\n\n\n<p>\u00b7 Perform initial diagnosis and resolve issues where possible; escalate to L2\/L3 support when required.<\/p>\n\n\n\n<p>\u00b7 Follow standard operating procedures, knowledge articles, and escalation workflows.<\/p>\n\n\n\n<p>\u00b7 Ensure timely updates and communication with end users.<\/p>\n\n\n\n<p><strong>Customer Experience<\/strong><\/p>\n\n\n\n<p>\u00b7 Deliver a highly professional and empathetic service experience to Korean-speaking stakeholders.<\/p>\n\n\n\n<p>\u00b7 Maintain strong service quality, adherence to SLAs, and contribute to continuous service improvement.<\/p>\n\n\n\n<p>On-Site Support Coordination<\/p>\n\n\n\n<p>\u00b7 Collaborate with onsite teams to facilitate physical troubleshooting when needed.<\/p>\n\n\n\n<p>\u00b7 Assist in coordination of hardware replacements, equipment handover, and device setup.<\/p>\n\n\n\n<p><strong>Required Qualifications &amp; Skills<\/strong><\/p>\n\n\n\n<p><strong>Language Skills<\/strong><\/p>\n\n\n\n<p>\u00b7 Native-level fluency in Korean (spoken and written) \u2014 mandatory.<\/p>\n\n\n\n<p>\u00b7 Strong English communication skills \u2014 both verbal and written.<\/p>\n\n\n\n<p><strong>Technical Skills<\/strong><\/p>\n\n\n\n<p>\u00b7 Experience in IT Service Desk or Helpdesk support role (1\u20133 years preferred).<\/p>\n\n\n\n<p>\u00b7 Good understanding of:<\/p>\n\n\n\n<p>o Windows OS, macOS<\/p>\n\n\n\n<p>o Office 365 environment<\/p>\n\n\n\n<p>o Basic network troubleshooting<\/p>\n\n\n\n<p>o Remote support tools<\/p>\n\n\n\n<p><strong>Professional Skills<\/strong><\/p>\n\n\n\n<p>\u00b7 Excellent problem-solving abilities with a customer-first mindset.<\/p>\n\n\n\n<p>\u00b7 Ability to work independently on-site while coordinating with remote teams.<\/p>\n\n\n\n<p>\u00b7 Strong documentation and ticket management discipline.<\/p>\n\n\n\n<p><strong>Preferred Qualifications<\/strong><\/p>\n\n\n\n<p>\u00b7 Experience supporting Korean multinational companies or Korean user communities.<\/p>\n\n\n\n<p>\u00b7 Familiarity with ServiceNow or similar ITSM platforms.<\/p>\n\n\n\n<p>\u00b7 ITIL Foundation certification is a plus.<\/p>\n\n\n\n<p><strong>Working Hours<\/strong><\/p>\n\n\n\n<p>\u00b7 customer-defined shift schedule Korean time<\/p>\n\n\n\n<p>\u00b7 Flexibility required for urgent support or escalations.<\/p>","protected":false},"template":"","duty-stations":[87],"recruitment-sector":[24],"class_list":["post-17238","careers-job","type-careers-job","status-publish","hentry","duty-stations-malaysia","recruitment-sector-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/careers-job\/17238","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/careers-job"}],"about":[{"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/types\/careers-job"}],"wp:attachment":[{"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/media?parent=17238"}],"wp:term":[{"taxonomy":"duty-stations","embeddable":true,"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/duty-stations?post=17238"},{"taxonomy":"recruitment-sector","embeddable":true,"href":"https:\/\/mtscloud.com\/cn\/wp-json\/wp\/v2\/recruitment-sector?post=17238"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}