(Remote) L2, L3 IT Support / Senior Service Desk Analyst / IT Helpdesk

Job Highlights

• Work from Home
• Annual Bonus
• Internet Allowances
• Birthday Leave

Job Description

We are seeking an experienced IT Helpdesk Specialist to join our team. This role acts as the first point of contact for end-users via phone, email, or chat. The ideal candidate will provide advanced IT and applications support, ensuring high-quality service and resolution of complex issues within agreed timescales. This position requires working in rotational shifts to support our global operations.

Responsibilities:

• Serve as the initial point of contact for end-users, providing support through phone, email, chat, or in-person interactions.
• Deliver optimized end-user IT technical support, addressing complex issues and service requests within agreed resolution times.
• Identify operational gaps and contribute to the development of processes and documentation of Standard Operating Procedures (SOPs) to ensure excellence in IT Service Management.
• Provide advanced technical support and excellent customer service to end-users within the organization.
• Act as a subject matter expert, leading and mentoring junior service desk staff and resolving complex technical issues.
• Assist in delivering technical support and addressing end-user inquiries for the via phone, email or chat.
• Escalate unresolved tickets to the next level in a timely manner, ensuring proper follow-up and resolution.
  

Requirements:

• Minimum 6 years of working experience in IT Helpdesk or an equivalent role.
• A Degree is required (a Diploma is acceptable with 6 to 7 years of relevant experience).
• Solid experience in providing advanced-level IT and applications support in international organizations.
• Proven ability to manage time independently and meet deadlines.
• Adaptability to changing priorities and timelines through analytical and problem-solving skills.
• Knowledge of Zendesk and Clickup is advantageous.
• Proficiency in Mandarin and English languages.