We are looking for a Service Desk Engineer (L1) with Mandarin language proficiency to provide first-level IT support to end users. The role involves handling incidents and service requests, troubleshooting basic technical issues, and ensuring high levels of customer satisfaction. This position requires working in rotational shifts, including weekends.
Key Responsibilities
- Provide Level 1 IT support via phone, email, chat, or ticketing tools
- Handle incident management and service requests in accordance with SLAs
- Troubleshoot basic issues related to:
- Windows OS / desktop applications
- MS Office / O365
- Network connectivity (LAN, Wi-Fi, VPN)
- User access, password resets, and account issues
- Escalate unresolved issues to Level 2 / Level 3 support teams with proper documentation
- Maintain accurate ticket updates and follow-up until resolution
- Communicate clearly and professionally with users in Mandarin and English
- Adhere to ITIL-based service management processes
- Ensure customer satisfaction through timely and effective resolution
Mandatory Skills & Requirements
- Mandarin speaking proficiency Mandatory
- Basic understanding of IT Service Desk / Helpdesk operations
- Knowledge of:
- Windows OS
- MS Office / Outlook
- Active Directory (basic)
- Strong communication and customer service skills
- Willingness to work in rotational shifts, including weekends
- Shift Timings (MYT Rotational
