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.