Language--Japanese/Cantonese

可以使用粤语或日语通过电话邮件等形式支持零售客户的IT系统及设备。

Job Description

The IT Service Desk Analyst provides remote support to a certain customer regarding to IT incident resolution and requests. Responsibilities include initial trouble shooting, triage, research, and resolution of incidents and requests regarding the use of IT hardware, application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

Duties Include

Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

Uses the appropriate ITSM tools categories for logging incidents and requests.

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Ensures the detail store IT facilities experience and provides a single point-of-contact for the customer.

Analyses and resolves incidents and requests regarding use of application software or hardware. Escalate the ticket to other service team if the ticket cannot resolve from IT service desk end. Follows up with other service team involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

Provides after hours and on-call support as needed.

Adheres to and supports IT or company standards, policies, and procedures.

Maintains and protects confidentiality with regard to all aspects of patient care and employee information.

Adheres to Code of Conduct and Mission and Value statements.

Performs other duties as assigned

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

Required:

Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.

Demonstrated ability to learn customer support processes and techniques.

Strong analytical skills.

Ability to solve problems.

Competency in MS Office Suite

Preferred:

Competency in call centre tracking tools

Retail Store support experience.

Proficiency in using support software tools.

Customer service orientation and/or prior customer service training.

Education

IT or Language Bachelor’s degree preferred.

Experience

Non-work experience