Analyst, Regional Service Desk

Job Summary

We are seeking a motivated and customer-focused Service Desk Analyst who is fluent in English, Cantonese and Mandaring language to join our dynamic IT support team. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a commitment to providing exceptional service to our diverse user base. As a Regional Service Desk Analyst, you will be responsible for delivering timely and efficient support for technical issues and ensuring high levels of user satisfaction. 

Job Description

•    Technical Support:
o    Provide first-line support to end-users via phone, email, and chat to address PC, desktop, mobile, printer, hardware, software, and network issues.
o    Diagnose and resolve technical problems, escalating complex issues to senior support staff as needed.
o    Document and track all incidents and service requests in the ticketing system, ensuring detailed and accurate records.

•    Language Support:
o    Offer support in English, Cantonese and Mandaring language, catering to users from various linguistic backgrounds.
o    Translate technical information and instructions for English speaking users as required.

•    Customer Service:
o    Deliver high-quality customer service, demonstrating patience, empathy, and professionalism.
o    Assist users in understanding and effectively using IT systems and applications.
o    Follow up with users to ensure issues are resolved to their satisfaction and provide additional support if necessary.

•    Knowledge Management:
o    Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.
o    Contribute to the development of training materials and user guides.

•    Continuous Improvement:
o    Participate in regular training and professional development to stay current with emerging technologies and best practices.
o    Suggest improvements to processes and procedures to enhance the efficiency and effectiveness of the service desk 

•    Key Performance Measures 
o    Resolution of incidents, requests and problems in line with: 
    End user satisfaction with services 
    Contribute to team goals, objective and team meeting 
    Creation/ update of the documentation within managed area  

Education

Education and Experience:

• Diploma in Information Technology, Computer Science, or a related field, or equivalent work experience.


• Previous experience in a service desk or IT support role is preferred. (2 – 3 years)

Skills

Mandarin and Cantonese speaking is compulsory, as this role caters to the Chinese market 

•    Technical Skills:
o    Proficiency in troubleshooting PC, desktop, mobile, printer, hardware, software, and network issues.
o    Familiarity with common operating systems (Windows, macOS) and applications (Office 365, email clients, VPN, Antivirus).

•    Language Skills:
o    Fluent in English, Cantonese and Mandarin language, with strong written and verbal communication skills.
o    Fluency in both written and spoken Cantonese and Mandarin as well is preferred.

•    Soft Skills:
o    Excellent problem-solving abilities and a proactive approach to resolving issues.
o    Strong customer service orientation and ability to manage multiple priorities in a fast-paced environment

Effective interpersonal skills and the ability to work collaboratively within a team.

• Note: 

Scope of work will be revised depending on the management needs or request.
Others related duties as and when assigned by the superior from time to time