Service Desk Analyst (Mandarin Speaker)

Michael Page
Michael Page
( )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail
Service Desk Analyst (Mandarin Speaker)
  • Global Leading MNC
  • Attractive remuneration and employee benefits

  • About Our Client

    Our client is an international public relations company with headquarters in London. It is an excellent opportunity to produce career-defining work, and along the way, you will team up with inspiring colleagues and encounter a richness of clients, cultures and experiences. They have a unique culture which drives collaboration, client focus and attention. They are looking for a Service Desk Analyst (Mandarin Speaker) to join their Global Service Desk team.

    Job Description

    As an IT Support Analyst, you will need to provide competent Level 1 Remote Helpdesk Support of IT users for all computer and telecommunication problems. Responsibilities would include:
    • Capturing required user data and validating permissions to initiate the service process
    • Classifying reported incidents, requests and correct documentation of messages in the Ticket System
    • Documenting solutions in respective support tickets comprehensibly
    • Assisting users in applying for permissions, software installations and hardware orders
    • Possessing a very good understanding of technical issues faced by users, through qualified creation, analysis and resolution of support requests in compliance with defined processes and service level agreements (SLAs)
    • Providing autonomous and careful resolution of support requests using knowledge documents and remote control applications
    • Creating meaningful support tickets and correct routing in the forwarding process
    • Responding to status requests from existing service operations and triggering escalations when necessary
    • Communicating well with employees and users
    • Engaging as a competent contact for user satisfaction

    The Successful Applicant

    • The candidate must possess at least a Diploma (Advanced / Higher or Graduate) Bachelor's Degree in Computer Science / Information Technology or comparable qualifications
    • At least 2 years of experience in Technical Helpdesk is preferred
    • Ability to speak/read/write Mandarin is essential
    • In-depth technical knowledge of common IT products and topics, such as O365 user and administration skills, Windows OS, Active Directory, Remote Resolution Tools, SAP base-knowledge, Printer, Internet, Remote Access, Microsoft SCCM etc
    • Familiarity with the ServiceNow ticketing system
    • Very good communication skills

    What's On Offer

    • Global Leading MNC
    • Attractive remuneration and employee benefits
    • Supportive Team Culture

    Contact: Eunice Tang
    Quote job ref: 4164300
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