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Title:  Contract Global Service Desk Analyst - Korean Speaking (1 year)

Job ID:  23100
Country:  Malaysia
City:  Damansara Heights
Professional area:  Information Technology
Contract type:  Fixed Term
Professional level:  Experienced

JTI is a leading international tobacco company with operations in more than 120 countries and we employ over 45,000 people across the globe.

We have been present here since 1970 and we market world-renowned brands such as Mevius, Winston and LD in Malaysia. Our headquarters is located at Damansara Heights, Kuala Lumpur and every day, we work with thousands of our business partners nationwide to sell our products as we aim to continue to grow to become the most responsible and successful tobacco company in Malaysia.
We were recently awarded Top Employer Malaysia certifications from the Top Employers Institute, ranked #1 in Asia Pacific & Malaysia. This is a testament to our outstanding talent strategy, energizing culture and commitment to learning and development.

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  • Answer and register all incoming telephone/ mail support requests supporting GSD function as a single point of contact for JTI employees worldwide
  • Register customers’ information and actions undertaken in IT Service Portal efficiently and accurately
  • Resolve as many received incidents and/or IT service requests as possible within the limitations of his/her access rights and time constraints
  • Escalate incidents and/or IT service requests which lie beyond Analyst’s skills and capabilities according to GSD operating instructions
  • Monitor the progress from registering to closure and keep customers concerned informed within SLA time commitments
  • Ensure resolution and closure of calls within agreed service levels
  • Provide consultancy to end users on existing IT processes and procedures and designated support area by answering ‘how to’ questions, advising of appropriate steps to be done to resolve a problem or corrective actions in line with Global Reference Model for problems described in Knowledge Base
  • Perform add-on routine tasks (e.g. Outage notifications, Systems health checks, etc.) and participate in the GSD projects/ global initiatives/ other assignments bringing business process understanding combined with good knowledge of the processes of interaction between JTI user community and GSD as support organization
  • Share new information with team members and contribute to the GSD Service Improvement process by making suggestions into Knowledge Base and GSD Procedures
  • Adhere to internal GSD schedule. Perform the activities associated with the daily role prescribed by the schedule and be aware of the schedule. Comply with hub operation time. Respect scheduled breaks (lunch, etc.). Timely submit holiday shifts. Comply with JTI Policies & Procedure, GSD internal processes and SLAs, IT policies and J-SOX controls as specified in the J-SOX Global Reference Model





  • University Degree or equivalent
  • At least 1 year of working experience in an IT discipline, preferably in the areas of application support and customer service. Experience on working with service management application is a plus.
  • Fluent in Korean language is a MUST, upper-intermediate English.
  • Knowledge of Microsoft operating systems and MS Office software - Microsoft certification as a product specialist or equivalent; PC hardware and peripherals, basic LAN and WAN concepts and functionality.

Job Segment: Service Desk, Technical Support, Network, Bilingual, Customer Service, Technology

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