IT Service Desk Analyst - Mandarin Speaking

• Provide remote first level support to our end users within their Workplace environment

• Be the first point of contact for all request regarding hardware and software 

• Log and manage user incidents received by phone, email, ticket or other channel

• Provide solutions or workaround to our end users • Report problem based on ITIL best practice

• Recommend IM&T Services modifications to reduce user impact

• Participate to different testing, deployment and stabilization activities 

• Contribute across all aspects of continuous improvement Communication

• Update and acknowledge tickets logged by requesters and communicate about resolution progress

• Provide basics end-user training or instruction on workplace services 

• Ensure satisfactory customer service and prompt response times to the requesters

• Share support knowledge with peers and maintain associated documentation

• Escalate issues or outages

• Maintain good working relationships and positively influence others to successfully produce customer satisfaction