L2 Service Desk (Mandarin Speaker)
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Description
The L2 Service Desk Analyst provides advanced technical support to corporate users including VIP and C-Suite executives. This role involves troubleshooting complex issues ensuring high-quality service delivery and collaborating with cross-functional teams to resolve incidents efficiently.
Key Responsibilities:
Provide technical support via ServiceNow leveraging knowledge base articles to resolve user issues.
Troubleshoot workstation LAN and application performance problems.
Act as a liaison between L1 L2 and L3 support teams to ensure timely resolution.
Maintain and update support documentation and SOPs.
Conduct root cause analysis and escalate unresolved issues appropriately.
Deliver high-touch support to VIP users with professionalism and discretion.
Participate in client training initiatives by identifying gaps and recommending improvements.
Ensure all support activities align with SLAs and quality standards.
Role Requirements
Proficiency in Mandarin (verbal and written) is required.
- Excellent verbal and written English communication skills.
Proven experience supporting corporate environments and executive-level users.
Strong knowledge of ServiceNow or similar ITSM platforms.
Detail-oriented with a proactive approach to problem-solving.
Comfortable handling incoming calls and providing remote support.
Ability to apply diagnostic techniques and document findings clearly.
Team player with a customer-first mindset.
Capable of understanding complex issues and coordinating with other teams for resolution.
Must be willing to work onsite at Mall of Asia Business Complex Pasay City
Open to work in rotating schedules.
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
A global leader in consulting, technology services and digital transformation, we offer an array of integrated services combining technology with deep sector expertise.
