Job Description:
We are looking for a dedicated and proactive IT Support Technician to joinas IT Service Desk Analyst.This role requires rotational 16 * 5 support operations with Work from Office and candidate will be the first point of contact for end-user's issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.
Certification:
- AnITIL certificationis desirable.
- Mandatory - Mandarin Language Certification : HSK Level 8 (score of 270+) and BCTL Advanced Level
Roles and Responsibilities
- Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
- Collaborate with team peers to provide best-in-class customer service for aligned task.
- Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
- Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
- Should have a basic understanding of Major Incident Management (MIM).
- Experience with tools like ServiceNow, Genesys, Beyond Trust (Bomgar)
- Diagnoses and resolves advanced IT related issues-Software's, O365 and Windows operating systems.
- Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
- Setup / Diagnoses and resolve MTR / AV related issue.
- Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
- Monitor service desk queues and prioritize requests based on urgency and impact.
- Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
- Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
- Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
- Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
- Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
- Candidate should be an effective team player with a keen eye on Continuous Improvements.
- Makes recommendations for updates to the KB database.
