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Service Desk Analyst

Full Time
NSW, Sydney
Posted on 03.02.2017
AUD 80000.00 -> 80000.00 Per year

Mandarin and English Speaking Mandatory to Apply
Servicing APAC/Work from Home/Global Corporate Organisation
Permanent Role/Excellent Package well above market Rate

Be part of a Global organisation with an exceptional work culture with flexibility, work/Life balance and the ability to work from home. Candidates must be fluent in Fluent in business level Mandarin and Cantonese


    • Provide Level 1 and 2 customer support for all IT Services (Incident and Request management) according to SLA's, work practices and procedures.

    • Answering queue calls in English or Mandarin and where possible resolving the incident during the call.

    • Logging of all incidents and service requests in Service Now.

    • Ensure timely and accurate updates to the customer as to the status of an incident or request throughout their lifecycle.

    • Monitor, track and manage incidents and requests through their lifecycle ensuring retention of ownership.

    • Escalate issues and work with other IT teams in order to work issues through to resolution.

    • Liaise with external vendors as and where required for incident resolution

    • Responsible for new starter setups including network login, email account, Lync access and ensuring any other required system access is completed for all APAC customers.

    • Work within Active Directory to create & deactivate user accounts, reset passwords, maintain accurate employee information.

    • Provide basic Cisco IPTel support including the setup & deletion of extensions, phone setup and voicemail pin resets.

    • Work with Exchange Management

    • Console to create mailboxes, assign access to mailboxes and calendars.

    • Provide customers support on Citrix Webdesk environment and use the Citrix Management Console to manage sessions.

    • Provide level 1 & 2 support for bespoke applications like TDK, ePro and Ingenium.

    • Ensure any new process is documented as a knowledge base article (KBA) in Service Now and they are updated as required.

    Additional Experience & Qualifications

    • Excellent communication skills, with a high level of enthusiasm and a "service mentality"

    • Fluent in business level Mandarin and Cantonese

    • An ITIL qualification is preferable but not essential

    • 2 years previous IT Service Desk and/or Call Centre experience required

    • Incident Management experience
    • Managing incidents including business expectations and communication
    • Basic User & Security Group Active Directory administration desirable

    • Prior experience with Service Now would be an asset

    • Tertiary qualification in Business/IT
    • desirable
    • Sound understanding of the Microsoft Solutions Framework
    • desirable
    • Strong customer service focus

    • Strong communication skills/Knowledge sharing

    • Time management/Managing conflicting priorities

    • Flexible/Personable manner

For a confidential discussion please call Chirag Bhojani on 82332350 or apply to it.

How to Apply?

Click on the link below

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