Service Desk Specialist(Mandarin)

Job Description:

• Serve as the first point of contact for customers seeking technical assistance over phone/chat/web
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements:

• Proficiency in Mandarin and Malay
• Excellent communication skills
• Degree/Diploma Computer Science or relevant experience preferred
• 0 - 1 year tech support / call center experience
• Tech savvy with working knowledge of office products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Knowledge of ITIL and ITSM tools (ServiceNow) is an added advantage