Mandarin - Service Desk Analyst/Technical Support

We are looking for highly skilled Mandarin-Speaking IT Service Desk/Technical Support Representative to provide support to international clients.

Experience and Background:

-Atleast 2-3 years relevant work experience as Mandarin Bilingual-Service Desk/Technical Support.

-Strong to excellent Mandarin and English communication skills.

Educational Background:

-High school/SHS graduate with Diploma.

-Completed at least 2 years in college (must have TOR)

-College Graduate (with TOR/Diploma)

Responsibilities:

-Provide first-level technical support via phone call, email or chat.

-Troubleshoot hardware, software, network, VPN and system issues.

-Handle Microsoft related-concerns including MS365, Outlook and Teams.

-Manage user accounts and access using Active Directory.

-Utilize ServiceNow (SNOW) for ticketing, tracking and documentation.

-Diagnose and resolve issues related to Citrix and VPN connectivity.

-Maintain accurate documentation and generate reports when needed.

-Escalate unresolved issues to the appropriate teams.

-Ensure high quality customer experience and adherence to SLAs.