Service Desk Analyst - Mandarin Speaking

Overview

SERVICE DESK ANALYST - MANDARIN SPEAKING

Responsibilities

• Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
• Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
• Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
• Guide users through step-by-step resolution processes with clarity and professionalism.
• Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
• Provide accurate and up-to-date information on IT products, services, and policies.
• Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
• Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
• Collaborate with internal teams to relay customer feedback and identify opportunities for process improvement.
• Contribute to documentation, knowledge bases, and continuous service enhancement initiatives.

Job Requirements

Seniority level

Employment type

Job function

Industries

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