Work Experience - Essential
1. 6 months - 1 year or more experience in a similar role.
2. Experience on Desktop support, application support
3. Exposure on ITSM ticketing tools
4. Working knowledge of ITIL framework.
Basic Requirements
1. Candidate should be able to converse well with Chinese users
in Mandarin language.
2. Good knowledge of Service Desk with written and oral
communication skills in Mandarin and in English. In-depth technical knowledge
is an added advantage.
3. Candidates should have experience of International Voice
Process background.
4. Candidate should be ready to work from office.
Key Responsibilities
1. Respond quickly to all queries and incidents.
Manage incidents, including via telephone, Chat & email.
2. Documentation, recording & updating incident details in
CRM tool.
3. Communication, alerting technical staff via assignments and
escalating to resolver group.
4. Support & Classification, making an initial assessment
into the nature of the incident, assessing the severity, impact, and risk.
5. Answering queries and resolution of straight forward
incidents
6. Escalation of unresolved cases to next level application
specialist teams.
7. Monitoring & Tracking, reviewing the progress of an
incident and keeping the customer informed.
8. Initial review, evaluation and formally closing incidents.
9. Communicating major IT incidents to affected customers.
10. 1st line application support and diagnosis
11. Assisting the client with L1 /L1.5 Support activities
12. Should have knowledge/ Experience on PC troubleshooting, O365, Printer setup & issue handling, VPN, Active Directory, Citrix etc.,
Knowledge & Skills
1. Fluent in Mandarin & English (Verbal and Nonverbal)
2. Excellent telephone skills. Customer focused. Ability to
multi-task and prioritize workload.
3. Ability to adapt to continuously changing procedures and
environment.
4. Team player with strong interpersonal skills