Deskripsi Pekerjaan
Are you a fluent Mandarin speaker looking to accelerate your IT career with a global leader? Capgemini is seeking a highly motivated and customer-focused Service Desk Analyst to join our dynamic team in the heart of Manila. In this role, you will act as the primary point of contact for technical support, delivering high-quality solutions to our diverse international client base.
As part of the Capgemini team, you will enjoy a professional work environment, opportunities for continuous learning, and exposure to cutting-edge technologies. We prioritize talent development and offer a clear career path for those who demonstrate excellence in incident resolution and customer satisfaction.
This is an onsite position based in the Mall of Asia Business Complex, providing excellent accessibility and a modern working environment. If you are passionate about technology and thrive in a multilingual support setting, we want to hear from you.
Tanggung Jawab
- Serve as the primary point of contact for end-users via phone, email, and chat, providing technical support in Mandarin and English.
- Diagnose and resolve hardware, software, and network-related issues using established troubleshooting procedures.
- Document all support interactions accurately within the ITSM ticketing system (e.g., ServiceNow or Jira).
- Escalate complex technical issues to Tier 2 or Tier 3 support teams according to defined Service Level Agreements (SLAs).
- Assist users with password resets, account provisioning, and access management requests.
- Participate in knowledge-sharing initiatives to improve the internal knowledge base and team efficiency.
- Maintain high levels of customer satisfaction through professional, timely, and empathetic communication.
Kualifikasi
- Proficiency in Mandarin (verbal and written) and English is mandatory.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Strong analytical and problem-solving skills with a logical approach to technical troubleshooting.
- Experience in an IT Service Desk or customer support role is a significant advantage.
- Basic understanding of Active Directory, Office 365, and VPN troubleshooting.
- Must be willing to work onsite at the Mall of Asia Business Complex.
- Availability to work in a shifting schedule, including weekends or holidays as required by project demands.