About this role
Principal Accountabilities: Join our dynamic team as a Service Desk Analyst, where you'll resolve technical problems in a call center/help desk environment. Utilize your customer service expertise and technical knowledge to assist with installation, usage, and training on software and hardware products.
Key Responsibilities:
- Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls.
- Provide support services to employees with technical problems and IT issues involving desktop, laptop, or network services.
- Offer timely resolution of less complex problems or escalate issues to appropriate technical personnel.
Knowledge & Skill Requirements:
- Bachelor’s degree in Information Technology or a related field. Equivalent years of experience in a similar industry may be considered.
- One year of related experience preferred.
- Strong written and oral communication skills.
- Strong proficiency in Mandarin & Cantonese in both written and oral is highly preferred as you will be liaising with stakeholders and users from our offices in Shanghai and Taiwan.
Knowledge & Application:
- Good knowledge of a single specialist area achieved through prior study or experience.
- Apply principles and practices in a recognized professional field requiring extensive academic preparation.
- Follow standardized rules, procedures, and operations within your area.
- Determine a course of action based on guidelines.
Problem Solving:
- Encounter similar problems requiring fact-finding, clarification, and basic analysis.
- Find most solutions within normal operating processes and policies.
- Select the best solution based on defined procedures or precedence.
- Occasionally use basic problem-solving techniques to define problems and use previous experience to identify solutions.
Interaction:
- Exchange standard/basic technical or non-technical information with colleagues, superiors, and customers.
- Interpret or clarify technical information to aid understanding.
- Convey straightforward information to knowledgeable audiences.
Impact:
- Impact is limited to short-term team performance.
- Support the achievement of goals through personal effort.
- Plan your work, assess your progress, and adjust efforts to meet goals.
Accountability:
- Meet your targets, impacting the immediate work area.
- Work is reviewed periodically.
- Be aware of wider profitability issues.
R-20260917-0039