APAC Service Desk Analyst (Mandarin Speaker)
Job ID
13761
Posted
03-05-2021
Service line
Advisory Segment
Role type
全職
Location(s)
Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia

General Purpose

·       Providing user support and customer service on company supported computer applications and platforms

·       Troubleshooting of issues and taking appropriate action to resolve said issues

Main Job Tasks and Responsibilities

§   Answer phones professionally

§   Respond to requests for technical assistance either by telephone or email

§   Diagnose and resolve technical issues (both software and hardware)

§   Research questions using all available information resources

§   Handle and resolve customer grievances

§   Follow standard help desk procedures and policies

§   Log 100% of all Service Desk interactions with customers with accurate details

§   Respond promptly to customer inquiries

§   Direct requests and unresolved issues to the designated resources

§   Follow up on customer interactions

§   Keep current with system information, changes and updates

Education and Experience

§   High School diploma, Information Technology degree or equivalent work experience.

§   Working knowledge of fundamental operations, hardware and other equipment

§   Excellent written and spoken Mandarin & conversational English.

§   Knowledge of Windows

§   Knowledge of Mobile devices (iPhones, Androids)

§   Proficiency in Active Directory

§   Knowledge of Service Now ticketing system a plus

Key Competencies

§   Ability to type quickly and proficiently

§   Excellent descriptive oral and written communication skills in Mandarin.

§   Active listening skills

§   Customer service orientation

§   Detailed problem analysis

§   Intuitive problem-solving skills

§   Adaptability to highly changing environment

§   Excellent planning and organizing

§   High attention to detail

§   Able to work as part of a team and independently.

§   High stress tolerance