IT Service Desk specialist- Mandarin Speaking

Service Desk Analyst Location- KL Experience- 2-5 Years Must have Experience. Ø Good verbal and written communication skills. Ø Basic understanding of IT Service Desk operations. Ø Fundamental understanding of computer hardware, software, and networking concepts. Ø Strong customer service attitude. Ø Willingness to learn ITIL and incident management process. Job Description Ø We are looking for a Service Desk Engineer to provide technical assistance to our international clients. They will be the first point of contact for the users who call our IT Service Desk. Ø Respond to incidents and service requests via Phone, chat or Service now ticketing system. Ø Assist users with password resets, Microsoft 365 support, and basic applications issues. Ø Troubleshoot common laptop, desktop, printer, connectivity problems. Ø Document incidents and resolutions in the ITSM tool. Ø While supporting the user on call, AHT needs to be 7 minutes. Operational Requirement Ø Responding to queries via chat, email, or phone Ø Resolving problems with networks and other computer systems Ø Diagnosing system errors and other issues Ø Following up with customers to ensure full resolution of issues Ø Following up and coordinating with other teams/Partners to resolve customer issues. Ø Recommending improvements and fix process gaps Ø Remotely accessing hardware or software for clients to make changes and fix problems Ø Coordination & follow-up with Level2, Field-Ops for ongoing queries/request Ø Follow up on pending tickets and updates Ø The Go-to person for directing the requester for finding a solution with the right stake holders Ø Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.