We're on the lookout for a Global Service Desk Analyst (Mandarin Language) who can bring both technical expertise and top-notch customer service to the team. In this role, you'll be the go-to person for troubleshooting, ticket management, and team support ensuring seamless IT service delivery across our global operations.
Work Setup: Full-time; Regular; Onsite- Alabang office; Morning shift
Role Responsibilities
- Provide first-level technical support and customer assistance via phone, email, chat, or ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, network, and system-related issues within agreed service levels.
- Log, track, prioritize, and update incidents and service requests using ticketing systems such as ServiceNow.
- Escalate unresolved or complex technical concerns to the appropriate support teams when necessary.
- Deliver excellent customer service by ensuring timely updates, professional communication, and effective issue resolution.
- Support users with account access, system configurations, software installations, and basic troubleshooting activities.
- Maintain accurate documentation of incidents, resolutions, procedures, and knowledge base articles.
- Collaborate closely with internal IT teams and stakeholders to ensure smooth service operations and issue resolution.
- Assist in training and mentoring junior team members or new hires on processes, tools, and troubleshooting techniques.
- Participate in continuous improvement initiatives to enhance service desk processes and user experience.
- Communicate effectively with Mandarin-speaking users and stakeholders through both written and verbal communication.
Qualifications
- At least 3 years of experience as a Service Desk Analyst, Helpdesk Support, or Customer Service Support role within an IT environment.
- At least 3 years of hands-on technical support or service desk experience troubleshooting hardware, software, and network-related concerns.
- Strong verbal and written communication skills in both English and Mandarin.
- Strong technical troubleshooting and problem-solving skills.
- Experience using ticketing systems such as ServiceNow or similar ITSM platforms.
- Excellent customer service and stakeholder management skills.
- Ability to communicate effectively with Mandarin-speaking users and stakeholders.
- Team-oriented with the ability to collaborate effectively across different support teams.
- Experience in documentation, knowledge base management, and process documentation.
- Capable of multitasking and working in a fast-paced support environment.
- Experience in training, coaching, or mentoring team members is an advantage.
