Service Desk Analyst

About the Role

The Service Desk Analyst will act as the first point of contact for technical support, assisting end users with a variety of IT issues. This position requires handling support requests through multiple communication channels such as phone, chat, email, and web. The role focuses on resolving common hardware, software, and network problems efficiently.

Key Responsibilities

• Deliver tier-1 IT Service Desk support to users.
• Respond promptly to service requests coming via phone, chat, email, or web platforms.
• Diagnose and solve routine hardware, software, and network difficulties.

Requirements

• Between 1 to 4 years of experience in technical support or service desk roles.
• Familiarity with operating systems such as Windows and macOS.
• Competence with troubleshooting tools including Outlook, Word, Excel, and Microsoft Teams.
• Experience using service management software like ServiceNow, Jira, Zendesk, or Freshdesk.
• Excellent communication abilities combined with a strong customer service orientation.
• Proficiency in English and Mandarin for reading, writing, and speaking is mandatory.