Mandarin-Speaking IT Service Desk Agent

Job Summary

The Mandarin-Speaking IT Service Desk Agent serves as the first point of contact for end users requiring IT support. The role is responsible for providing technical assistance, incident resolution, service request fulfillment, and troubleshooting support via phone, email, chat, and ticketing systems. The agent must be fluent in both Mandarin and English to support users across multiple regions while ensuring compliance with service level agreements (SLAs) and ITIL best practices.

Key Responsibilities

Service Desk Operations

• Provide first-level technical support to end users via phone, email, chat, and self-service portals.
• Log, categorize, prioritize, and manage incidents and service requests using the ITSM tool.
• Troubleshoot and resolve common IT issues related to:
  • Windows operating systems
  • Microsoft 365 applications
  • Outlook and Exchange
  • Teams and collaboration tools
  • VPN and remote access
  • Password resets and account unlocks
  • Printers and peripheral devices
• Escalate unresolved incidents to appropriate Level 2/Level 3 support teams.

Customer Support

• Deliver excellent customer service while maintaining professionalism and empathy.
• Communicate effectively with Mandarin-speaking and English-speaking users.
• Provide timely updates and follow-up communications regarding incidents and requests.
• Ensure customer satisfaction through proactive incident ownership and resolution.