Service Desk Analyst Level 2 Mandarin Speaking

• Platinum Clients!

• Fast paced and diverse!

• International Clients

This client is an award winning Managed Service Provider with a varied and high profile client base. Due to global expansion we are seeking an outstanding individual to undertake the role of Mandarin speaking - Service Desk Analyst (Level 2). The environment is fast-paced, and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for customers and building strong customer relationships. You will be fluent in both English and Mandarin and a collaborative, team orientated person.

Reporting to Service Desk Manager your responsibilities will include but not limited to:

• Be a dedicated Service Desk agent to a high profile client in China
• Deliver with impact, fast reaction results and remote support to clients.
• Build and maintain strong customer relationships by providing onsite support for a range of clients covering physical networking, hardware and peripherals.
• Be a proactive trouble-shooter and provide strategic solutions to a variety of technical issues including desktop support, telephony, local area networking and peripherals.
• Be able to answer queries accurately and quickly, with a natural ability to predict the customer needs and requirements.
• Manage customer expectations by providing clear communication to clients, team members and other stakeholders on the progress and resolution of work.
• Provide technical support to major Australian projects.
• Record all work in compliance with company policy.
• Evaluate and modernise documentation, including user guides and internal knowledgebase.

Demonstrated Key Competencies:

• MUST be fluent in both English and Mandarin
• Prior Level 1 and Level 2 IT support experience – preferably in a professional services environment;
• A high skill level of Windows and Mac desktop support, and an understanding of core networking principles and technologies;
• Experience with Autotask (or another ITIL-compliant ticketing system)
• Outgoing and positive can do attitude.
• Excellent customer service skills
• Ability to provide clear verbal and written communication with understanding of business etiquette in China .
• Technical and solutions focused with demonstrated attention to detail.
• Excellent time management skills.
• Desire  to up skill on different types of technologies;
• An ability to work autonomously, prioritise  and multitask
• A current driver’s licence.
• Certifications in Microsoft product support and ITIL frameworks are preferred not essential.

For further details contact Rosa on 03 9347 7780 or email your resume to rosa@micalerecruitment.com