Service Desk Analyst

Profile:

The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.

Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft operating systems and applications.

Excellent verbal and written communication skills in Mandarin and English.

Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.

Responsibilities & Activities:

Answer contacts promptly and professionally

Log/Validate all contacts Call Handling Database

Resolve a high percentage of customer problems using the relevant tools and systems

Manage end to end all calls logged, providing regular updates to customers on call status

Complete follow-on actions as appropriate

Invoke Escalation Procedures within defined time frames

Adhere to account Policies & Procedures

Work to achieve individual and team goals

Protect confidential and sensitive information and materials

Observe strict compliance to licensing, copyright and trademark legislation

Accomplish other duties as required

Adhere to all DXC Policies & Procedures Including Security and SOBC