Service Desk Analyst - Mandarin Speaking | Kuala Lumpur, MY

Service Desk Analyst - Mandarin Speaking

Job Summary

The Service Desk Analyst is accountable for gathering information through a client conversation, logging on to support tools, and resolving issues based on SOPs via Phone, Email, or Chat. Service Desk Analysts fix the cases informed by customers by using SOPs/runbooks and typically act as the first point of contact to customers who have issues.

Key Responsibilities

• Responsible for providing SOP-based first level Digital Workspace Support via Phone, Chat, and Email.
• Categorize & create incident tickets that come via Phone, Email, Chat & self-service portals.
• Resolve Incidents based on SOPs/Runbooks and diagnose Problems using remote control capability.
• Should understand & troubleshoot issues related to:
  • Access, Wifi, Outlook, Citrix, etc.
  • Ensure that incidents are routed to the correct queue.
  • Follow up with other resolver groups and providers to ensure tickets are updated and/or actioned within 24 hours or less from the previous update.
  • Update the CMDB, SKMS, and KB with any changes to any Configuration Items, in conjunction with the SI team.

Essential Skills:

• Good communication skills and customer management experience.
• Excellent soft skills and communication skills (Voice & Email) to handle global customers in English and Mandarin.
• Flexible to work in rotational shifts.
• Strong telephonic etiquette.
• Basic understanding of Windows operating system.
• Remote Desktop support, including first level troubleshooting and providing SOP-driven solutions.
• Basic customer service skills.
• Basic understanding of computers and troubleshooting skills required.
• Customer service orientation and ability to work in a team.
• Good knowledge of ITIL Process.
• Good interpersonal skills.
• Strong keyboard skills, should be able to manage 2-3 chats simultaneously.
• Strong interpersonal and communication skills.
• Language of Support - Mandarin & English.
• Strong knowledge of operations/service delivery and ability to manage critical situations with minimum supervision.
• Good analytical & coordination skills are essential.
• Ability to prepare reports.
• Ability to perform in adverse situations.