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

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