Service Desk Analyst (Mandarin Speaking)

Our people are ambitious and humble, believing in what they do and convinced that our purpose is shaping a world of trust. With responsibility and openness, they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark in shaping society.

> We believe that leaving a mark is a true challenge and opportunity for every one of us.

> We believe that leaving a mark is a sign of trust and impact.

> We believe that leaving a mark is a bond with the future.

> We believe that leaving a mark is proof of growth and development.

Being part of the BV family, is more than just working, it’s being convinced that you will leave your mark... in shaping a world of Trust.

Job Responsibilities:

1. Acting as a first point of contact to support users reporting issues, requesting information, access, or other services.
2. Providing technical voice L1 support to global end users.
3. Ensuring correct logging of tickets in the ITSM ticketing tool, categorizing, and prioritizing them in line with ITIL standards.
4. Ensuring all tickets are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
5. Managing tickets through their entire lifecycle from the first point of contact through to resolution, proactively.
6. Keeping the end user informed of progress.
7. Diagnosing and resolving issues to the user satisfaction.

Job Requirements:

1. Possess a Bachelor's degree in Computer Science/ Information Technology/ Computer Network/ Engineering or any related studies.
2. MS Outlook - know how to configure user outlook, mapping accounts and tackle issues like outlook freeze, crashing etc.
3. Remote Assisting Tool - know the use of any remote assisting tools like VNC, Any desk team viewer, Bomgar etc.
4. Troubleshooting IT related issues - like PC working slow, machine not getting IP address, internet not working, outlook getting frozen, operating system related issues, MS Teams, VPN client etc.
5. ITSM Ticketing Tool - should have worked on any ITSM ticketing tool like BMC Remedy, Service Now or SMAX, etc.
6. Must be willing to work in 24*5 in technical voice end user support.
7. Related to Active Directory - like creating, deleting, updating user accounts
8. MS O365 - creating users, managing SMB (shared mailbox), DL (distribution lists), assigning licenses, etc.
9. Proficient in Chinese language.
10. Having relevant experience of 2-3 years in technical helpdesk (Chinese) domain.
11. Highly self-motivated and directed, with keen attention to detail
12. Additional working hours as required.

Join an inclusive, flexible and diverse company where you can thrive while contributing to positively transforming the world we live in.
 
#ShapingaWorldofTrust #leaveyourmark