Mandarin Service Desk Analyst

Fluent in Mandarin, both spoken and written

Strong English communication skills, verbal and written

Willing to work onsite at the Mall of Asia Business Complex

Open to graveyard shifts and rotating schedules

At least 1 to 2 years of experience in a technical help desk or service desk role providing Level 1 phone support

At least 1 to 2 years of customer service experience with strong soft skills

Experience supporting end-user hardware and software, including PCs, Macs, iPhones, printers, MS Outlook, Windows 7 and 10, and MS Office 2013, 2016, or Office 365

Able to work independently with minimal supervision

Strong interpersonal, analytical, and customer service skills

Able to understand and follow verbal and written instructions

Role Description

Provide Level 1 technical support to users via phone for hardware, software, and basic network issues

Troubleshoot and resolve issues, escalating to appropriate technical teams when required

Apply working knowledge of information systems, products, and services to assist users

Identify, investigate, and resolve user questions and system-related problems

Log, prioritize, and track incidents following standard escalation procedures

Coordinate with technical, professional, or service teams to ensure timely resolution

Perform other related duties as assigned