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Service Desk Analyst

Keywords / Skills : Service Desk Analyst, Service Desk Agent, Service Desk, Helpdesk, IT helpdesk, IT service desk, Technical helpdesk

1 - 3 years
Posted: 2018-03-12

IT/ Computers - Software
Other Information Technology
Posted On
12th Mar 2018
Job Description
It is my pleasure writing to you. This is Naveen from Hexaware Technologies ( 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 for more information and further process. Thx

About Company

Hexaware is a global provider of disruptive IT & IT-enabled services, complex technology solutions and Business Process services. The company is dedicated in helping fortune 500 companies and larger enterprises in solving their toughest business challenges and enabling business transformation, leveraging its specialized automation-led services and ‘Shrink IT Grow Digital’ strategy. Hexaware focuses on key domains such as Banking and Financial Services, Healthcare and Insurance, Travel and Transportation and Manufacturing & Consumer and specializes in an array of services such as Application Transformation Management, Application Management Services, Enterprise Solutions, Business Intelligence & Analytics, Digital Assurance, Infrastructure Management Services, Digital and Business Process Services.