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.

R-20260917-0039