Provide computer support services to employees in all domestic and international office locations. This position is expected to consistently perform at current group metrics set by management.
Provide remote support via phone, e-mail and IM and leverage remote control software, if needed, to diagnose and resolve users issue.
Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, emails, service requests
Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution
Document all call information that pertains to the incident and this includes troubleshooting steps, provide closed notes, escalation notes.
Collaborate with peers, management, and various escalation groups to troubleshoot and resolve customer issues
Provide feedback regarding knowledge base articles and procedures
Assist in pre-deployment testing for enterprise-wide product releases Analyst needs to be aware of Call Queues, Email queues, work related email and the overall status of the department.
Utilize mail lists and group chats to keep informed of outages, issues and policy changes
Excellent communication skills in both English and Mandarin and good customer service orientation required.
Minimum 1 year help-desk support experience with computer hardware, software, and networks preferred
Customer service, technical training and/or industry standard certifications preferred.
Associates, technical or bachelors degree in IT related field preferred.
Associate degree/ Bachelor degree with Business Administration or Computer/ Network
1. Harmony & Humanity
2. Strive for Improvement
5. Adjustment and Assimilation
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