Job Description
Role Description
The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and executive-level stakeholders. This role focuses on troubleshooting complex issues, delivering high-quality support, and working closely with cross-functional teams to ensure timely and effective resolution.
Key Responsibilities
Provide advanced technical support through ServiceNow or similar ITSM platforms, using knowledge base articles to resolve issues efficiently.
Troubleshoot workstation, network (LAN), and application performance issues.
Act as a liaison between L1, L2, and L3 support teams to ensure smooth escalation and resolution.
Maintain and update support documentation and standard operating procedures (SOPs).
Perform root cause analysis and escalate unresolved incidents when needed.
Deliver high-touch technical support to VIP and executive users with professionalism and discretion.
Support client training initiatives by identifying gaps and recommending improvements.
Ensure all support activities meet service level agreements (SLAs) and quality standards.
Role Requirements
Proficiency in Mandarin (verbal and written).
Excellent verbal and written English communication skills.
Proven experience providing technical support in a corporate environment, including executive-level users.
Strong working knowledge of ServiceNow or similar ITSM tools.
Strong analytical and problem-solving skills with attention to detail.
Comfortable handling incoming calls and providing remote technical support.
Ability to document troubleshooting steps and resolutions clearly.
Strong collaboration skills and customer-focused mindset.
Willing to work onsite at Mall of Asia Business Complex, Pasay City.
Open to working rotating shifts and schedules.
