Responsibilities

Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
Guide users through step-by-step resolution processes with clarity and professionalism.
Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
Provide accurate and up-to-date information on IT products, services, and policies.
Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Requirements

Language Proficiency: Fluency in Mandarin is mandatory.
Education: Bachelor's Degree or Diploma in Computer Science, Information Technology, or a related technical discipline.
Experience: 2+ years of experience in a call center or IT service desk environment.
Fresh graduates with relevant academic background and language skills are encouraged to apply.
Technical Competencies: Strong understanding of operating systems, mobile technologies, and standard IT hardware/software.
Familiarity with Microsoft Office Suite, remote desktop tools, and basic database concepts.
Ability to diagnose and resolve common technical issues independently.
Soft Skills: Excellent verbal and written communication skills.
Strong interpersonal skills and customer-centric mindset.
Ability to work effectively under pressure and manage time efficiently.

Service Desk Analyst (Mandarin Speaking, Fresh Graduate)