Service Desk Shift Lead (Cantonese-speaking)

NTT
Cyberjaya
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Customer-centric mindset","Sound judgment","Communication","Attention to detail","Ownership"]

Lead customer service helpdesk operations, handling incoming requests, validating details, logging tickets, and ensuring service delivery meets defined SLAs. Coordinate with internal teams and external partners to resolve issues, apply correct escalation procedures, and keep users updated on ticket progress. Take ownership of complex or chronic fault cases, support complaint investigations, maintain ticket documentation, and identify process gaps to recommend improvements.

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FursaFursa
NTT
NTT
3 days ago

Service Desk Shift Lead (Cantonese-speaking)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead customer service helpdesk operations, handling incoming requests, validating details, logging tickets, and ensuring service delivery meets defined SLAs. Coordinate with internal teams and external partners to resolve issues, apply correct escalation procedures, and keep users updated on ticket progress. Take ownership of complex or chronic fault cases, support complaint investigations, maintain ticket documentation, and identify process gaps to recommend improvements.
Location: Cyberjaya
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle customer service helpdesk operations: receive, validate, and log client requests with required details.
  • •Ensure high-quality service delivery aligned to defined SLAs and business objectives.
  • •Coordinate with internal teams, carriers, vendors, and external parties to resolve customer/service issues.
  • •Follow escalation procedures on critical calls and requests; analyze and interpret requests for correct categorization and prioritization.
  • •Take ownership of complex/high-impact/chronic fault cases and support complaint investigations with documented follow-up.

Key Requirements

  • •Minimum high school certificate (SPM or equivalent).
  • •1+ year experience in customer service / IT / call centre environments.
  • •Fluency in Cantonese to support Hong Kong-based clients.
  • •Strong English verbal and written communication skills.
  • •Open to a 24/7 shift structure and onsite work in Cyberjaya.
Experience:1+ years
Education:High School
Skills:Customer-centric mindsetSound judgmentCommunicationAttention to detailOwnership
Languages:CantoneseEnglish

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn