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Helpdesk Senior Associate - Mandarin Speaker

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Date: Jun 26, 2019

Location: Cyberjaya, 10, MY

Company: NTT DATA Services

Req ID: 51929 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Helpdesk Senior Associate - Mandarin Speaker to join our team in Cyberjaya, Selangor (MY-10), Malaysia (MY).



Responsible for providing phone and electronic based support.

Assist customers in determining problems, and provide resolutions.

Responsible for customer satisfaction through effective handling of customer problems and queries.

Ensures proper escalation procedures are followed.

Performs role according to standardized policies and procedures.

Analytical ability is required in order to resolve technical issues.

Works on routine to semi-routine assignments requiring basic analytical ability to resolve routine to moderately complex issues.

Normally receives little instruction on routine work and general instruction on new assignments.

Gains assistance from higher-level employees.


Principal Duties and Responsibilities

Provides first-level support

Uses troubleshooting techniques and tools to identify technical defects/issues

Assigns incidents in line with documented guidelines and procedures

Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

Clearly and concisely logs and tracks details of solutions provided to resolve customer issue (logs all ACD calls, emails and call-backs) maintaining and updating customer database

Consistently performs to set targets

Escalates problems in line with documented procedures, as appropriate

Maintains comprehensive knowledge of service offerings along with future industry products and technologies

Attends required technical training sessions and makes effective use of assigned lab time

Complies with schedule adherence to ensure overall service level targets are achieved


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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