Senior Service Desk Support Analyst (Regional MNC)


Responsibilities:

  • Provides Service Desk support by chat, phone and email, assisting users in diagnosing, reporting and resolving or correcting hardware and software problems.
  • Installs, maintains and troubleshoots hardware and software according to company standards – reconfigures existing systems and/or performs system upgrades as required.
  • Logs all issues with appropriate documentation as requested.
  • Route calls to appropriate support teams as per described troubleshooting steps.
  • Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
  • Maintain current knowledge of support knowledge provided through training and the Knowledge Base.
  • Expected to resolve 75%+ of incoming incidents and attain 95%+ positive Customer Satisfaction feedback score, expected to handle a minimum of 40 incidents per day.

Requirements:

  • Bachelor’s degree in computer science or equivalent is desired.
  • Minimum 2-3 years’ experience of working within a similar capacity for a Service Desk / Helpdesk/ Call Centre
  • Technical Troubleshooting experience is a must
  • Familiar with a variety of IT Service Desk concepts, practices, procedures and policies
  • Must have excellent verbal and written communication skills
  • Essential languages required: English, Cantonese. Also desired: Mandarin, Japanese, Korean

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