Associate Analyst, Service Desk

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.