Deskripsi Pekerjaan
About the Role
Are you a talented IT professional fluent in Mandarin and ready for a global challenge? Our client, a leading private organization, is significantly expanding its IT operations and needs top-notch bilingual talent to support its international user base. This is a unique opportunity to join a prestigious company where your language skills and technical expertise will be highly valued and rewarded.
As a Mandarin IT Service Desk Analyst based in Quezon City, you will serve as the first point of contact for technical issues, providing exceptional support in both Mandarin and English to users across the Asia-Pacific region and beyond. Your daily responsibilities will involve troubleshooting a diverse range of hardware, software, and network issues, managing incidents through IT service management tools, and ensuring a seamless and productive experience for all end-users.
What makes this role particularly attractive is the hybrid working arrangement. After completing an initial comprehensive training period designed to set you up for success, you will enjoy the flexibility of splitting your time between working in our modern Quezon City office and working remotely. This setup fosters team collaboration while respecting your need for work-life balance.
We are seeking a professional who thrives in a dynamic environment, possesses excellent problem-solving abilities, and has a genuine passion for technology and customer service. You will become part of a supportive and collaborative team that is dedicated to delivering world-class IT support and encourages continuous learning and career growth.
The successful candidate will be rewarded with a highly competitive compensation package ranging from ₱90,400 to ₱110,400 per month, along with a comprehensive benefits package. Hiring is virtual and happening immediately!
Don't miss this exceptional chance to level up your career. Apply now!
Tanggung Jawab
- Provide first-level IT support to global end-users via phone, email, and chat in both Mandarin and English
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Manage, track, and document incidents and service requests using ITSM ticketing tools
- Escalate complex technical problems to the appropriate Tier 2 or Tier 3 support teams
- Create and maintain detailed knowledge base articles to assist users and streamline support
- Perform Active Directory user account management, including password resets and access provisioning
- Adhere to Service Level Agreements (SLAs) and ensure timely resolution of tickets
- Collaborate with team members to improve support processes and user experience
Kualifikasi
- Native or business-level fluency in Mandarin Chinese (spoken and written)
- At least 1–2 years of experience in an IT Service Desk, Help Desk, or Technical Support role
- Strong working knowledge of Windows 10/11, Microsoft Office 365, and Active Directory
- Excellent verbal and written communication skills in English
- Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) is a strong advantage
- ITIL Foundation certification or familiarity with ITIL processes is a plus
- Willingness to work in a hybrid setup and shifting schedules, including nights and weekends
- Associate or Bachelor's degree in IT, Computer Science, or a related field is preferred