Help Desk Support Specialist

Key Responsibilities

1. Provide first-line support for application-related issues for end-users in North America region via phone, email, and ticketing system.

2. Log, categorize, prioritize, track, and resolve tickets in line with defined SLA targets.

3. Perform initial troubleshooting, diagnosis, and resolution for standard business applications.

4. Escalate complex or unresolved issues to L2/L3 application support teams or vendors in a timely manner.

5. Maintain accurate and detailed records of all incidents, requests, and solutions in the ticketing system.

6. Follow standard operating procedures (SOPs) and knowledge base articles to ensure consistent support quality.

7. Monitor and meet key performance indicators including response time, first contact resolution, customer satisfaction, and ticket closure rate.

8. Clearly communicate status, progress, and next steps to end-users with professional service attitude.

Clarification: This role only supports application-layer issues; NOT responsible for hardware, operating system, or other EUC L1 support tasks.

Requirements

1. Language: Fluent in English and Mandarin (spoken & written); Mandarin is a mandatory requirement.

2. Experience: o Minimum 13 years of hands-on Helpdesk / Service Desk experience (more experience is preferable). o Proven experience in end-user application support and incident management.

3. Ticketing Tools: o Hands-on experience or familiar with ServiceNow, Landesk, Zoho MSP, Jira Service Management, Zendesk, Freshservice, Cherwell, BMC Remedy.

4. Application Knowledge: o Experience supporting internal business applications such as SAP, ERP; 5. SLA Understanding: Understand core Helpdesk metrics: o Response rate / First response SLA o First Contact Resolution (FCR) o Ticket resolution and closure SLA o Customer Satisfaction (CSAT)

6. Soft Skills: o Strong customer service mindset and communication skills. o Patient, responsible, able to work under pressure in a fast-paced environment.

7. Shift Flexibility: Fully accept 247 shift work, including night shifts and rotational shifts.