Associate Analyst, Service Desk

Principal Accountabilities: Join our dynamic team as an Associate Analyst, Service Desk, where you'll resolve technical problems in a call center/help desk environment. Utilize your customer service expertise and technical knowledge to assist with installation, usage, and training on software and hardware products.
 

Key Responsibilities:

• Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls.

• Provide support services to employees with technical problems and IT issues involving desktop, laptop, or network services.

• Offer timely resolution of less complex problems or escalate issues to appropriate technical personnel.
   

Knowledge & Skill Requirements:

• Bachelor’s degree in Information Technology or a related field. Equivalent years of experience in a similar industry may be considered.

• One year of related experience preferred.

• Strong written and oral communication skills.

• Strong proficiency in Mandarin & Cantonese in both written and oral is highly preferred as you will be liaising with stakeholders and users from our offices in Shanghai and Taiwan.
   

Knowledge & Application:

• Good knowledge of a single specialist area achieved through prior study or experience.

• Apply principles and practices in a recognized professional field requiring extensive academic preparation.

• Follow standardized rules, procedures, and operations within your area.

• Determine a course of action based on guidelines.
   

Problem Solving:

• Encounter similar problems requiring fact-finding, clarification, and basic analysis.

• Find most solutions within normal operating processes and policies.

• Select the best solution based on defined procedures or precedence.

• Occasionally use basic problem-solving techniques to define problems and use previous experience to identify solutions.
   

Interaction:

• Exchange standard/basic technical or non-technical information with colleagues, superiors, and customers.

• Interpret or clarify technical information to aid understanding.

• Convey straightforward information to knowledgeable audiences.
   

Impact:

• Impact is limited to short-term team performance.

• Support the achievement of goals through personal effort.

• Plan your work, assess your progress, and adjust efforts to meet goals.
   

Accountability:

• Meet your targets, impacting the immediate work area.

• Work is reviewed periodically.

• Be aware of wider profitability issues.