It is my pleasure writing to you. This is Naveen from Hexaware Technologies (www.Hexaware.com) and we have below urgent requirement.
Job title: Service Desk Consultant
Location: Guangzhou (Canton), China
Experience: 2-3 Years (At least 1 year work experience in technical Help desk/Service desk)
Employment type: Full time
No of position: 5
Mandarin and English are must
Handling the voice calls, Emails and Chat in both Mandarin and English
Willingness to work in a rotational shift 24*7*365
Documenting the technical, process, ticket status and other relevant updates suggested by the Service Desk Lead and Manager on the ticket
Use Remote Desktop tool to assist the end users as required
Experience on Outlook/Lotus Notes/any other email client is desirable
Should have experience in troubleshooting of Desktop, Laptop, Printer, Internet Browser, Network connectivity, MS-Office, VPN client etc.
Monitor the tickets queue, Assigning/Reassigning and follow up of tickets as per standard procedure
Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
Experience in MDM client troubleshooting/set-up would be an added advantage
Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Proactive problem management is an added advantage
Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
Proactively work with other groups on normal process support issues
Reactively work with other groups, gather technical information at outages, reduced services, emergencies or other exceptions from normal process
To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
To assist all our users with any logged IT related incident when called upon.
To accurately record, update and document requests using the IT service desk system
To install and configure new IT software
If interested, please forward your CV to email@example.com for more information and further process. Thx