IT Service Desk Agent Mandarin Support

IT Service Desk Agent Mandarin Support - Rotating Shift (Bangsar South)

Life Unlimited. At Smith+Nephew, we craft and manufacture technology that takes the limits off living.

As the first point of contact, this role involves engaging with users via phone, chat, and web to gather all necessary information for incidents or service requests, following the ServiceNow Knowledge Base.

The role includes troubleshooting and resolving user issues, promoting the use of self-service tools and automated technologies, and escalating major incidents when vital. You will also contribute to improving the existing Knowledge Base and ensure high-quality support within defined KPIs. Building strong user relationships and maintaining a positive perception of the Service Desk are key responsibilities, along with escalating tasks to second-line support or other resolution teams when required.

Working hours are based on a rotating schedule .

Flexibility is essential, as shift rotation is required to support the team’s service coverage and ensure consistent user support across different time zones or peak hours.

What will you be doing?

• Serve as the first point of contact (Level 1 IT Service Desk) for internal and external users via phone, chat, and web forms to log and resolve IT incidents and service requests, aiming for first-contact resolution whenever possible.
• Troubleshoot technical issues using ServiceNow Knowledge Base and remote access tools, escalating to Level 2 or relevant resolving teams when on-site or advanced support is required.
• Manage tickets end-to-end, ensuring accurate documentation, timely updates, and proactive follow-ups, particularly for high-priority or chase cases.
• Support multilingual environments, primarily in English and Mandarin, with occasional support in Japanese, catering to a diverse user base.

What will you need to be successful?

Minimum 1 year of experience, though fresh graduates are also encouraged to apply.

Educational background in IT – Degree in Computer Science, Information Technology, or related field; fresh graduates are welcome.

Basic IT knowledge or prior service desk exposure – understanding of incident handling,and service ticket management (open to candidates from any industry).

Proficiency in Mandarin (read & write) – essential for handling support queries in Mandarin, alongside English.

Experience working in a rotating shift environment – familiarity with flexible scheduling or non-standard work hours.

Exposure to global IT support – understanding of international user support and communication across different time zones.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity : Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website ()

Your Future : Generous annual bonus and pension Schemes, Save As You Earn share options.

Work / Life Balance : Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!

Your Wellbeing : Private Health and Dental plans, Healthcare Cash Plans, Income Protection, Life Assurance and much more.

Flexibility : Hybrid Working Model (For most professional roles).

Training : Hands-On, Team-Customised, Mentorship.