JOB RESPONSIBILITIES
Respond and resolve all assigned calls within prescribed SLA.
Take appropriate action to ensure no calls exceed SLA.
Where unable to resolve a call, or where assigned call is in danger of not meeting SLA, escalate as per appropriate escalation procedure.
Install and configure desktop/Laptop products into network environment.
Liaise with Service Desk and client’s infrastructure teams for the resolution of customer issues.
Keep customer updated throughout the life of a call, ensuring satisfactory call resolution is achieved.
Update Call Management System, clearly specifying progress and resolution details.
Comply with all Customer and Company Policies and Procedures.
Be able to identify root cause issues from a desktop perspective and escalate to engineering teams accordingly. install and configure computer hardware operating systems and applications.
Monitor and maintain computer systems and networks.
Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Provide support, including procedural documentation and relevant reports.
Follow diagrams and written instructions to repair a fault or set up a system.
Support the roll-out of new applications.
Set up new users' accounts and profiles and deal with password issues.
Respond within agreed time limits to call-outs.
Work continuously on a task until completion (or referral to third parties, if appropriate).
Prioritise and manage many open cases at one time.
Rapidly establish a good working relationship with customers and other professionals, such as software developers.
JOB REQUIREMENTS
Must be able to speak fluently in Mandarin and English.
O365/ win 10 environment this is key skill required for this position.
Must have completed Microsoft MD-100 Modern Desktop certification.
Knowledege of MD- 101 Managing Modern Desktops and have knowledge of AWS.
Previous experience of working in an IT support role.
Working knowledge of Microsoft Windows operating systems as well as various software packages including
Microsoft Office and Adobe Creative Suite.
Ability to demonstrate practical troubleshooting and problem analysis techniques.
Previous experience within a customer service role.
Excellent organisational skills, and ability to prioritise own workload.
Excellent listening and questioning skills combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.