Service Desk Agent (Mandarin SD)

Service Desk Agent (Mandarin SD)

Hong Kong
1-3 years
Not Specified

Job Description

Role: Service Desk Agent (Mandarin SD)
Location: Chengdu, China
Experience: 1-3 Years

Job Description:


Handle calls, emails, and Chats & Web tickets (daily)
- 处电电邮件天和网上交的技术支问题(日)
- Address technical queries and fix or log them appropriately accurately
- 妥当的处技术问题或者转交给。
- Escalate queries when required to appropriate personnel
- 在需时级给负责人员
- Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)
- 分确认个问题订,并将其转交于相关(IM)/ L1.5TLSDM
- Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
- 根相关程和政策处分的任务
- Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight
- 确跟踪机制到,以优化的方对客户的问题进行解决,高客户的满度
- Ensure consistent productivity and quality of service
- 确续的生产力和务质
- Meet SLAs and individual KPIs
- 达SLAs和个人KPI。
- Assist Operation Support System (OSS) with problem determination & Handle any Severity 1 & 2's appropriately
- 使用作支系统(OSS)处问题,处任何严的问题L1 & L2。
- Should manifest flexibility to support operational requirements
- 活的支业务需求
- Shift timing is 9 hours which includes one hour break
- 上时间为9时,包括1时休。
- Shift & weekly off rotate every month as per business requirement
- 根业务需求,能会有个月轮。
- Read and write CET4 English skill is preferred
- 最好有CET4英文读写能力。


Wipro Limited

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