We are looking for 6 Service Desk Agents with the addition of the language as per below:
- 6 x Mandarin Speaking Agents
Required Qualification:
- A+
- N+ or Higher
Preferred Qualification:
- ITIL v3 or ITIL 4
Experience Required:
- 1-2 Years’ experience in an IT service desk environment
- 1-2 Years’ Customer service experience .
- 1-2 Years’ experience in First call resolution .
Duties/Responsibilities:
- Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
- Ensure that all calls are logged within ITSM tool as per the required operational processes.
- Assist team with work overload as and when required and ensure general administration work is up to date.
- Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
- Follow appropriate escalation procedures as and when required.
- Ensure adherence to respective client specific Operational Manuals.
Work environment:
- Remote
- Office is Open Plan
Physical demands:
- Sitting
Travel:
- To the office in the event of power outages or bad network from home.
Desired Skills:
- Judgment and Decision Making
- Complex Problem Solving
- Critical Thinking
- Management of Personnel Resources
- Social Perceptiveness
- Management of Financial Resources
- Time Management