Service Desk Specialist (Mandarin & English skills are required, based in Taiwan)

Job description

Local support

  • Support IT environment in the office and other offices in the country consists of desktop, laptop computers and local servers
  • Support computer peripherals and accessories as monitors, keyboards, mice, headsets, cameras, printers, docking stations…
  • Provide computer staging and imaging, operating system configuration and issues troubleshooting (OS settings, updates, drivers, registry, …), client applications (office, email, web browser, remote access…) installation, updates, troubleshooting
  • Troubleshoot network issues e.g. connection of end user devices (wired, wifi, …)
  • Do the access permission configuration – username/password, network drives, file servers/shares, standard and business applications
  • Support other office equipment like projector, TV, desk and mobile phone and video conference equipment, office printers and scanners
  • Co-operate with local Human Resources, Facility and Office management teams on physical assets movement, old equipment disposals as and when required and other Asset Management activities (inventory, stocktaking)
  • Ensure computers are prepared and handed over on time especially for new starters
  • Provide an assistance in the server room for 2nd level specialist and 3rd party vendors

Other offices

  • Make a relation with the Office Manager and key users in the offices
  • Visit offices physically to solve issues/requests that can’t be solved remotely
  • Support HW moves during office relocations

Service Desk

  • Create incident tickets for users’ issues in ITSM tool, solve them directly to achieve highest possible First Call Resolution (FCR) ratio, or assign them to the other Service Desk resolvers team (global, 2nd level, 3rd level)
  • Closely co-operate with Global Service Desk function, exchange trouble tickets, escalate incidents when needed
  • Regularly review open incidents and service requests and close them according to SLA
  • Try to minimize the impact to business during major incidents, search for immediate workarounds, include 3rd party vendors and experts, after incident is solved ask for Root Cause Analysis (RCA)

Communication

  • Ensure effective communication with the local end users and relevant stakeholders
  • Act as a Single Point of Contact (SPOC) for all IT activities and local projects, receives escalations from users, provide information about the status
  • Provide advices how to work with office and business applications, how to access various information sources, how to manage user’s data, how to back up them, educate users to work effectively
  • Constantly promote and enforce security rules, policies and procedures, inform users about IT standards and security rules
  • Raise and liaise with the 3rd party vendors and engineers – on call, email, in person

Job requirements

MIS, IT Background is required.

Mandarin & English Skills are required.