Service Desk Analyst

Principal Accountabilities: Join our dynamic team as a Service Desk Analyst, where you'll resolve technical problems in a call center/help desk environment. Utilize your customer service expertise and technical knowledge to assist with installation, usage, and training on software and hardware products.  

Key Responsibilities:

Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls.

Provide support services to employees with technical problems and IT issues involving desktop, laptop, or network services.

Offer timely resolution of less complex problems or escalate issues to appropriate technical personnel.  

Knowledge & Skill Requirements:

Bachelor’s degree in Information Technology or a related field. Equivalent years of experience in a similar industry may be considered.

One year of related experience preferred.

Strong written and oral communication skills.

Strong proficiency in Mandarin & Cantonese in both written and oral is highly preferred as you will be liaising with stakeholders and users from our offices in Shanghai and Taiwan.  

Knowledge & Application:

Good knowledge of a single specialist area achieved through prior study or experience.

Apply principles and practices in a recognized professional field requiring extensive academic preparation.

Follow standardized rules, procedures, and operations within your area.

Determine a course of action based on guidelines.  

Problem Solving:

Encounter similar problems requiring fact-finding, clarification, and basic analysis.

Find most solutions within normal operating processes and policies.

Select the best solution based on defined procedures or precedence.

Occasionally use basic problem-solving techniques to define problems and use previous experience to identify solutions.  

Interaction:

Exchange standard/basic technical or non-technical information with colleagues, superiors, and customers.

Interpret or clarify technical information to aid understanding.

Convey straightforward information to knowledgeable audiences.  

Impact:

Impact is limited to short-term team performance.

Support the achievement of goals through personal effort.

Plan your work, assess your progress, and adjust efforts to meet goals.  

Accountability:

Meet your targets, impacting the immediate work area.

Work is reviewed periodically.

Be aware of wider profitability issues.