Service Desk Analyst (Mandarin Speaker)

Overview Job Description :

To log, validate and diagnose customer issues, on the full range of products and applications used at the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Ensure escalation and management of calls is to agreed service levels.

Profile

The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He / she will be strongly team-focused and have proven communication skills. The candidate is flexible and willing to work variable shift pattern.

Preferably the suitable candidate has a technical aptitude and a basic understanding of various hardware, software, Microsoft operating systems and applications.

Excellent verbal and written communication skills in

Mandarin and English .

Ideally, candidates will have previous experience working within a technical support environment / customer service environment, delivering front-line service directly to customers, preferably within an international company.

Responsibilities

Answer contacts promptly and professionally

Log / Validate all contacts Call Handling Database

Resolve a high percentage of customer problems using the relevant tools and systems

Manage end to end all calls logged, providing regular updates to customers on call status

Complete follow-on actions as appropriate

Invoke Escalation Procedures within defined time frames

Adhere to account Policies & Procedures

Work to achieve individual and team goals

Protect confidential and sensitive information and materials

Observe strict compliance to licensing, copyright and trademark legislation

Accomplish other duties as required

Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competencies / Qualifications

Ability to communicate at all levels, both technically and non-technically

Professional & confident

Good time management skills

Excellent communication (written and oral) and listening skills

Ability to perform well as part of a team under direct supervision

Strong customer focus with prior experience in a customer service role

Strong interpersonal skills

Analytical and diagnostic skills

Desire to work in a rapidly changing environment

Demonstrated ability to prioritize tasks and work under pressure

Demonstrated ability to actively participate and work within a team

Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes

Ability to comprehend and uphold DXC Policies and Procedures Adherence to 24 X 7 roster

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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