Service Desk Analyst - Mandarin Speaking

Job Summary

The Service Desk Analyst is accountable for gathering information through a client conversation, log on to support tools and resolve issues based on SOPs, via Phone, Email or Chat. Service Desk Analysts fixes the cases informed by customers by using SOPs/runbooks & typically acts as the first point of contact to customers who have issues.

Key Responsibilities

• Responsible for providing SOP based first level Digital Workspace Support via Phone, Chat and Email.
• Categorize & create incidents tickets that come via Phone, Email, Chat & self service portals.
• Resolve Incidents based on SOPs/Runbooks and diagnose Problems using remote control capability.
• Should understand & troubleshoot issues related to :
  • Acess, Wifi, Outlook, Citrix etc.
  • Make sure that incidents are routed to the correct queue.
  • Follows up with other resolver groups and providers to ensure tickets are updated and/or actioned within 24 hours or less from previous update
  • Update the CMDB, SKMS and KB with any changes to any Configuration Items, in conjunction with the SI team

Essential Skills:

• Good communication skills and customer management experience
• Excellent Soft skill, Communications skills (Voice & Email) to handle global customers in English and Mandarin language
• Flexible to work in rotational shifts
• Strong in Telephonic etiquette.
• Exposure to basic understanding of Windows operating system
• Remote Desktop support, including first level troubleshooting and provide SOP driven solution
• Basic Customer service skills
• Basic understanding of Computers and Trouble shooting skills required.
• Customer service orientation and ability to work in a team
• Good knowledge on ITIL Process
• Good interpersonal skills
• Strong keyboard skills, should be able to manage 2-3 chats simultaneously
• Strong interpersonal and communication skills
• Language of Support - Mandarin & English
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Good Analytical & Coordination skills are essential.
• Ability to prepare reports
• Ability to perform in adverse situations