Associate Analyst, Service Desk

Principal Accountabilities: Join our dynamic team as a Service Desk Analyst, where you'll resolve technical problems in a call center/help desk environment. Utilize your customer service expertise and technical knowledge to assist with installation, usage, and training on software and hardware products. Key Responsibilities: • Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls. • Provide support services to employees with technical problems and IT issues involving desktop, laptop, or network services. • Offer timely resolution of less complex problems or escalate issues to appropriate technical personnel. Knowledge & Skill Requirements: • Bachelor’s degree in Information Technology or a related field. Equivalent years of experience in a similar industry may be considered. • One year of related experience preferred. • Strong written and oral communication skills. • Strong proficiency in Mandarin & Cantonese in both written and oral is highly preferred as you will be liaising with stakeholders and users from our offices in Shanghai and Taiwan. Knowledge & Application: • Good knowledge of a single specialist area achieved through prior study or experience. • Apply principles and practices in a recognized professional field requiring extensive academic preparation. • Follow standardized rules, procedures, and operations within your area. • Determine a course of action based on guidelines. Problem Solving: • Encounter similar problems requiring fact-finding, clarification, and basic analysis. • Find most solutions within normal operating processes and policies. • Select the best solution based on defined procedures or precedence. • Occasionally use basic problem-solving techniques to define problems and use previous experience to identify solutions. Interaction: • Exchange standard/basic technical or non-technical information with colleagues, superiors, and customers. • Interpret or clarify technical information to aid understanding. • Convey straightforward information to knowledgeable audiences. Impact: • Impact is limited to short-term team performance. • Support the achievement of goals through personal effort. • Plan your work, assess your progress, and adjust efforts to meet goals. Accountability: • Meet your targets, impacting the immediate work area. • Work is reviewed periodically. • Be aware of wider profitability issues. R-20260917-0039