ANALYST, REGIONAL SERVICE DESK

Job Summary

We are seeking a motivated and customer-focused Service Desk Analyst who is fluent in English, Cantonese and Mandarin language to join our dynamic IT support team. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a commitment to providing exceptional service to our diverse user base. As a Regional Service Desk Analyst, you will be responsible for delivering timely and efficient support for technical issues and ensuring high levels of user satisfaction.

Job Description

• Technical Support:

o Provide first-line support to end-users via phone, email, and chat to address PC, desktop, mobile, printer, hardware, software, and network issues.
o Diagnose and resolve technical problems, escalating complex issues to senior support staff as needed.
o Document and track all incidents and service requests in the ticketing system, ensuring detailed and accurate records.

• Language Support:

o Offer support in English, Cantonese and Mandaring language, catering to users from various linguistic backgrounds.
o Translate technical information and instructions for English speaking users as required.

• Customer Service:

o Deliver high-quality customer service, demonstrating patience, empathy, and professionalism.
o Assist users in understanding and effectively using IT systems and applications.
o Follow up with users to ensure issues are resolved to their satisfaction and provide additional support if necessary.

• Knowledge Management:

o Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.
o Contribute to the development of training materials and user guides.

• Continuous Improvement:

o Participate in regular training and professional development to stay current with emerging technologies and best practices.
o Suggest improvements to processes and procedures to enhance the efficiency and effectiveness of the service desk

• Key Performance Measures

o Resolution of incidents, requests and problems in line with:
 End user satisfaction with services
 Contribute to team goals, objective and team meeting
 Creation/ update of the documentation within managed area

Education

Education and Experience:

• Diploma in Information Technology, Computer Science, or a related field, or equivalent work experience.

• Previous experience in a service desk or IT support role is preferred. (2 – 3 years)

Skills

**Mandarin and Cantonese speaking is compulsory, as this role caters to the Chinese market

• Technical Skills:

o Proficiency in troubleshooting PC, desktop, mobile, printer, hardware, software, and network issues.
o Familiarity with common operating systems (Windows, macOS) and applications (Office 365, email clients, VPN, Antivirus).

• Language Skills:

o Fluent in English, Cantonese and Mandarin language, with strong written and verbal communication skills.
o Fluency in both written and spoken Cantonese and Mandarin as well is preferred.

• Soft Skills:

o Excellent problem-solving abilities and a proactive approach to resolving issues.
o Strong customer service orientation and ability to manage multiple priorities in a fast-paced environment

Effective interpersonal skills and the ability to work collaboratively within a team.

• Note:

Scope of work will be revised depending on the management needs or request.
Others related duties as and when assigned by the superior from time to time