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SEA IT Helpdesk Analyst (Korean Speaking)

Date: 
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: SEA IT Helpdesk Analyst (Korean Speaking)

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Responsibilities:

 

Technology Support

Deloitte believes in its diverse talent; hence, only the BEST chooses to be at Deloitte. The work culture encourages high performance, inspires in delivering distinctive service on every interaction and the Rewards and Recognition programs acknowledges all efforts made above and beyond basic job responsibilities. Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients.

 

Purpose of Job

To assist Deloitte Korea employees with technology issues over the phone, email, chat, voicemail & webforms in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be.

 

Work you’ll do

 

Our customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center. Our customers are very computer literate, and accuracy of information is a high priority.

 

  • Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
  • Analyze and resolve incidents and service requests regarding use of application software or hardware.
  • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
  • Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
  • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
  • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.

 

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way; so we provide a range of resources including live classrooms, team-based learning, and eLearning.

 

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives.

 

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities.  We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.


Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Associates / Analysts / Consultants across our Firm are expected to:

 

  • Understand the expectations set and demonstrates personal accountability for keeping own performance on track.
  • Understand how our daily work contributes to the priorities of the team and the business.
  • Demonstrate strong commitment to personal learning and development.
  • Actively focus on developing effective communication and relationship-building skills, with stakeholders, clients and team.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.


Requirements:

 

Education & Skills Required:

 

  • Any Graduation degree (preferable)
  • Excellent communication skills in Korean (written, verbal, reading)
  • Certificate in Korean Language Ability Test KLAT – Intermediate or Advanced -Level (not a must if the right candidate has excellent Korean language skills and previous experience in working for Korean clients)
  • Comfortable working in a multi-national / cultural environment
  • Ability to communicate correctly and clearly with all customers/peers/stakeholders
  • Should be able to work successfully in a team environment as well as independently
  • Should have basic knowledge about computer software and hardware
  • Should be a quick learner and team player
  • Adheres to Code of Ethics, Vision, Mission and Core Values

 

Customer Focus:
 

  • Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
  • Ability to empathize with and prioritize customer needs
  • Demonstrates interpersonal skills with a diverse customer base
  • Demonstrates ownership to resolve challenging customer issues, escalating when necessary
  • Ability to determine customer needs and provide appropriate solutions 
  • Maintain regular and reliable attendance, plan leaves in advance and avoid any unplanned absence
  • Adhere to daily schedule as assigned
  • Flexible with the working schedule; may be expected to work in different shifts/weekends/holidays and events
  • Ability to work overtime based on business needs

 

 

Technical Aptitude:

 

  • Knowledge of MS Office including Outlook
  • Knowledge of computer hardware and software
  • Knowledge of different Operating Systems
  • Knowledge of network and internet
  • Awareness of latest trends and developments in the technology industry
  • Technically inclined with a drive to solve technical issues


Due to volume of applications, we regret only shortlisted candidates will be notified.

 

Requisition ID:  24328

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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