What You’ll Do- Provide merchants/customers with a first point of contact for all incidents, queries and requests.
- To effectively manage the Service Desk by ensuring all Incidents or Service Request tickets are promptly attend, resolved or assign.
- To monitor and maintain SLA, chase/follow up outstanding tickets with merchant/customers or within internal support teams.
- To support the EPOS environments, ensuring that appropriate monitoring and support activities are addressed.
- To collaborate closely with internal support teams from other regions members to ensure all the issues/problems/escalations are resolve in a timely manner.
- Log calls as per procedures, and where possible provide immediate response for resolution.
- To ensure compliance to policies and standards for operational use in EPOS.
About the Role- We’re looking for a ServiceDesk Technical Analsyst who will require to manage our merchants/customers enquiries or issues via various communication mediums.
- To this end, you will need to be have a problem solving and team player mindset as you are require to work closely with other team mates or cross support engineers to resolve our merchant/customers queries
- This role will be supporting on Hong Kong, Taiwan, Malaysia, Singapore (and other regions) using mainly on cantonese (Cantonese 80% Mandarin 20% ) language
What You’ll Need- Diploma or High Diploma in Computer Science or related industries
- Minimum 1 year experience in IT industry
- Fluency in spoken and written English and Cantonese ( Cantonese & Mandarin )
- ITIL V3 or V4 certified
- Familiarize with ticketing system ( Zoho Desk as an add advantage) and ITSM workflow.
- Hands on experience in iOS operating system to enduser support ( added advantage )
- Good in English and communication skills that able to interact with colleagues in different markets.
- Good team player, self-motivated
- Immediate available is highly preferred
- Able to work on shifts and weekends ( 9am-6pm or 315pm-1215pm )
- Fresh graduates are also welcome to apply
