Role Description
The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and C-Suite executives. This role involves troubleshooting complex issues, ensuring high-quality service delivery, and collaborating with cross-functional teams to resolve incidents efficiently.
Key Responsibilities
- Provide technical support via ServiceNow, leveraging knowledge base articles to resolve user issues.
- Troubleshoot workstation, LAN, and application performance problems.
- Act as a liaison between L1, L2, and L3 support teams to ensure timely resolution.
- Maintain and update support documentation and SOPs.
- Conduct root cause analysis and escalate unresolved issues appropriately.
- Deliver high-touch support to VIP users with professionalism and discretion.
- Participate in client training initiatives by identifying gaps and recommending improvements.
- Ensure all support activities align with SLAs and quality standards.
Role Requirements
- Proficiency in Mandarin (verbal and written) is required.
- Excellent verbal and written English communication skills.
- Proven experience supporting corporate environments and executive-level users.
- Strong knowledge of ServiceNow or similar ITSM platforms.
- Detail-oriented with a proactive approach to problem-solving.
- Comfortable handling incoming calls and providing remote support.
- Ability to apply diagnostic techniques and document findings clearly.
- Team player with a customer-first mindset.
- Capable of understanding complex issues and coordinating with other teams for resolution.
- Must be willing to work onsite at Mall of Asia Business Complex, Pasay City
- Open to work in rotating schedules.
