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Service Desk Specialist (1 Year Contract)

Keywords / Skills : Mandarin, Chinese, Service Desk Agent, Service Desk Specialist, IT Service Desk, Phone support, Infrastructure, Office 365, Outlook, Sharepoint, One Drive, Skype, Microsoft OS Windows 7/10

2 - 6 years
Posted: 2018-09-04

Nationality
Singapore (Candidates authorized to work in the above mention countries are also eligible to apply)
Industry
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
Other Information Technology
Education
Diploma
Non Degree Tertiary
ITC
NTC
Vocational
Posted On
4th Sep 2018
Job Description
Responsibilities:
  • Provide first level contact and resolution for all users’ IT issues, problems and questions 
  • Possess a good breadth of basic understanding of different IT systems – PC, network Infrastructure, SAP and applications
  • Respond to questions from all callers and emails to the service desk. Ensure proper recording, documentation and closure
  • Follow standard Service desk operating procedures,accurately logging all tickets
  • Take ownership and responsibility of an issue from start to successful resolution
  • Escalate issues and involve experts wherever required to resolve issues as quickly as possible
  • Understand and maintain our global policies and standards for Infrastructure, Application and Security
  • Able to collaborate with many other counterparts including subject matter experts and other service desk agents or technicians located in India and USA where needed
  • Metrics preparation and analysis, recommending areas of improvement and modifications to serve users better 
  • Strong in documenting knowledge of service desk procedures, problem resolution and scripts. 
Requirements:
  • Must be fluent in speaking Chinese as a Native language (serving China market)
  • Fluent English with good written and oral communications skills 
  • Friendly presence and helpful attitude, good interpersonal skills and ability to work well with others. With great passion for customer services
  • Minimum 2 years of proven working experience in an IT service desk providing end to end support to users across different systems and infrastructure
  • Strong knowledge of Office 365 Suite Products including Outlook, SharePoint, One Drive, Skype for Business and Microsoft OS Windows 7/10
  • Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situation
  • ITIL Foundation Certification will be added advantage


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