Job Title: Service Desk Analyst Level I (Mandarin) Technical Helpdesk Analyst may perform one or more of the following: Troubleshoots via chat or phone hardware, software, and network operating problems and involves technical resources to ensure resolution. Applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems. Coordinates referrals to appropriate technical, professional, or service personnel Receives and prioritizes issues and forwards using appropriate escalation procedures. All other duties as assigned. Additional Qualifications: 1 - 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base. 1 - 2 years' work experience in customer services support or having equivalent kind of skills experience . 1 - 2 years' experience supporting the following hardware and software: PC/Windows and Apple/Mac computers, iPhone, Printers, MS-Outlook, Windows 7 and 10 OS, MS-Office 2013, 2016, and Office 365, Mac OS, Active Directory Users and Computers, Citrix, basic Internet troubleshooting, etc. Must be able to work independently. Strong interpersonal skills. Strong analytical skills. Strong customer service skills. Ability to understand and follow oral and written instructions. Strong English (verbal and written) skills. Strong Mandarin (verbal and written) skills. Typing skills essential
