Service desk analsyt : Mandarin speaker

Responsibilities:

User Support:

• Provide first-line technical support to end-users via phone, email, or in-person.
• Troubleshoot hardware, software, and network issues, guiding users through resolution steps.

Incident Management:

• Log, track, and prioritize incidents using the ticketing system.
• Escalate complex issues to appropriate support teams while ensuring timely resolution.

Customer Communication:

• Maintain clear and timely communication with end-users regarding the status of their reported issues.
• Provide step-by-step instructions and training to users for common technical problems.

Documentation:

• Create and update knowledge base articles for common issues and resolutions.
• Document troubleshooting steps and solutions to build a comprehensive support resource.

Collaboration:

• Collaborate with other IT teams to resolve escalated issues and ensure a seamless user experience.
• Participate in team meetings and contribute to ongoing process improvements.

User Education:

• Conduct training sessions and workshops to educate end-users on IT best practices and new technologies.
• Create user-friendly guides to empower users to troubleshoot common problems independently.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience in a service desk or technical support role.
• Strong knowledge of Microsoft Windows and Office applications.
• Familiarity with troubleshooting hardware, software, and network issues.
• Excellent customer service and communication skills.
• Ability to work independently and collaboratively within a team.

Skills:

• Technical proficiency in desktop operating systems, software applications, and hardware components.
• Strong problem-solving and analytical skills.
• Familiarity with ITIL best practices is a plus.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Exceptional communication and interpersonal skills.