Mandarin Service Desk Analyst

Role Requirements 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