IT Service Desk specialist- Mandarin Speaking

Service Desk Analyst

Location- KL

Experience- 2-5 Years

Must have Experience.

Ø Good verbal and written communication skills.

Ø Basic understanding of IT Service Desk operations.

Ø Fundamental understanding of computer hardware, software, and networking concepts.

Ø Strong customer service attitude.

Ø Willingness to learn ITIL and incident management process.

Job Description

Ø We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk.

Ø Respond to incidents and service requests via Phone, chat or Service now ticketing system.

Ø Assist users with password resets, Microsoft 365 support, and basic applications issues.

Ø Troubleshoot common laptop, desktop, printer, connectivity problems.

Ø Document incidents and resolutions in the ITSM tool.

Ø While supporting the user on call, AHT needs to be 7 minutes.

Operational Requirement

Ø Responding to queries via chat, email, or phone

Ø Resolving problems with networks and other computer systems

Ø Diagnosing system errors and other issues

Ø Following up with customers to ensure full resolution of issues

Ø Following up and coordinating with other teams/Partners to resolve customer issues.

Ø Recommending improvements and fix process gaps

Ø Remotely accessing hardware or software for clients to make changes and fix problems

Ø Coordination & follow-up with Level2, Field-Ops for ongoing queries/request

Ø Follow up on pending tickets and updates

Ø The Go-to person for directing the requester for finding a solution with the right stake holders

Ø Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.