Service Desk Analyst (Mandarin)

Gratitude Inc

874 Views

15 hours ago

2-10 Year(s)

₱ 90 - ₱ 130K p.m

Taguig

Job Description

Key Skills

Service Desk TIS service desk L2 IT SERVICE DESK Service Desk Operations senior service desk analyst senior service desk associate

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This opportunity is open to any nationalities with the ability to speak Mandarin (Fluent). We offer relocation assistance to anyone outside of the Philippines!

Job Description:

Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

Produces quality work and results.

Ensure fast and accurate turnaround of work.

Solve problems using agreed upon procedures.

Develop a comprehensive understanding and mastery of all tools.

Remain updated on products, policy, procedure and other important operational issues.

Perform other duties as assigned.

Your future duties and responsibilities:

To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

Follow agreed escalation procedures.

To come in on time and on scheduled shift and Breaks assigned by people manager.

Follow rest day schedule as assigned.

Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager

Advise people manager of planned/unplanned leaves as below:

Vacation leave – at least 10 days in advance of planned leave date

Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher-ranked manager) via a phone call to the manager’s direct office line or mobile phone within the prescribed lead time.

Maintain quality standards in accordance with agreed metrics.

Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

To submit necessary service delivery reports.cgi.com

Ensure feedback is given to people manager if potential issues are detected.

Ensure feedback is given to people manager if process improvement measures can be implemented.

Ensure attendance at planned meetings.

Qualifications:

At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field

At least 3 years of experience in Service Desk, Helpdesk or Technical Support.

Proficient in written and verbal communication in the English and Mandarin language.

Keen attention to detail.

Proficient computer and technical skills.

Solid analytical and problem solving skills.

Good process mapping ability.

Proactive, service minded and able to multi-task.

Good interpersonal skills (empathy, verbal dexterity, etc.)

Role

Customer Service Executive -Technical

Timings

Rotational Shifts (Permanent)

Industry

NON-BPO

Work Mode

Hybrid

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.