Service desk analsyt :Mandarin speaker

User Support:

Provide first-line technical support to end-users via phone, email, or in-person.

Troubleshoot hardware, software, and network issues, guiding users through resolution steps.

Incident Management:

Log, track, and prioritize incidents using the ticketing system.

Escalate complex issues to appropriate support teams while ensuring timely resolution.

Customer Communication:

Maintain clear and timely communication with end-users regarding the status of their reported issues.

Provide step-by-step instructions and training to users for common technical problems.

Documentation:

Create and update knowledge base articles for common issues and resolutions.

Document troubleshooting steps and solutions to build a comprehensive support resource.

Collaboration:

Collaborate with other IT teams to resolve escalated issues and ensure a seamless user experience.

Participate in team meetings and contribute to ongoing process improvements.

User Education:

Conduct training sessions and workshops to educate end-users on IT best practices and new technologies.

Create user-friendly guides to empower users to troubleshoot common problems independently.