Job Description
ROLE AND RESPONSIBILITIES :
Mandarin+English speaking candidate needed
- Primary contact point for end users via phone / Chat / self-service tickets.
- Qualify and Open tickets for remediation of events.
- Triage Tickets to respective teams.
- Regular update and follow up on tickets in the queue
- Follow up tickets till closure.
- Ability to manage a variety of technically complicated tasks effectively
- Experience in Remote support and troubleshooting skills.
- Understanding of Basics Hardware accessories / devices and peripherals
- Should be flexible for rotational shifts
- Excellent oral and written communications skills
- Exposure in practicing ITIL standards for Infrastructure management
DESIRABLE SKILLS :
Able to understand the email flow issues internal & externalEnd-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).Demonstrate a high level of customer relationship skills which includes email etiquette.Good Communication skills, follow up skills, Willingness to work in rotational shiftsGood Communication skills follow up skills, Willingness to work in rotational shifts.Remote troubleshootingRequired Technical / Functional Competencies
PRIMARY SKILLS :
Resource should speak Mandarin.
2-4 years of call taking profile with core Help Desk SkillsBasic Understanding of the Enterprise IT Infra set upBasic knowledge on Active Directory.3+ years’ experience supporting wide multiple versions of operating systemBasic O365 Administration using Office365 Admin Console.Strong writing and documentation skills a must including being able to train other Engineers as and when required.Good knowledge on trouble shooting email client issues like Outlook.Excellent Hardware and software troubleshooting skillsGood understanding in handling Microsoft office suite functionality and troubleshooting skills.Fluent in English and Mandarin, in both oral and written communicationGood knowledge in Utility software technical knowledge such as Antivirus and others.QUALIFICATIONS AND EDUCATION REQUIREMENTS
A Bachelor’s / Master’s Degree in Computer Engineering, Information TechnologyITIL V4 Foundation training or certificationKnowledge and experience using OS like windows, Mac and LinuxWorking knowledge of MS Office (PPT, Excel, Word)Certification – ITIL V4, Modern Desktop administrator (MD 103)Required Behavioral Competencies
Accountability :
Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.Agility :
Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.Collaboration :
Participates in team activities and reaches out to others in team to achieve common goals.Customer Focus :
Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.Communication :
Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.Drives Results :
Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals / targets.Certifications
Service Desk : MD-101 (6 months post hiring), ITIL V4 FoundationMicrosoft MD-102 : Endpoint Administrator At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale. Our Hyperlearning workplace is grounded upon four principles
Flexible work arrangements, Free spirit, and emotional positivityAgile self-determination, trust, transparency, and open collaborationAll Support needed for the realization of business goals,Stable employment with a great atmosphere and ethical corporate culture