Service Desk Agent with Mandarin and English

Your tasks

• Handling all the Inbound calls, chat, and emails in service desk;
• Handling Basic L1/L1.5 level queries from end users;
• Diagnose and quickly resolve a wide range of Windows applications issues;
• Diagnose and quickly resolve a wide range of application troubleshooting based on SOPs provided;
• Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues;
• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate
  resolver group using IT Ticketing System;
• Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops;
• Install, upgrade, support and troubleshoot for printers & related computer hardware;
• Performs general preventative maintenance tasks on computers, laptops & printers;
• Customize & configure desktop hardware to meet specifications and business standards;
• Email account administration, i.e., account creation and management and distribution lists on Office 365.
• User account administration, i.e., account creation and management and password resets on Active
  Directory;
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic
  queries;
• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool;
• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on
  the go;
• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and
  Installable applications;
• Working knowledge to resolving basic L1/L1.5 issues on Unix/Linux platform.