Job Summary

The Sr Analyst plays a critical role in the Support & Operations team by independently troubleshooting and resolving tickets while providing Level 1 remote desktop support. This position is vital for ensuring a seamless customer experience and maintaining adherence to the company's service level agreements (SLAs) and quality standards.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Mandarin And English Through Telephone, Email, And Chat, Ensuring Adherence To Agreed Sla For Ticket Volume And Resolution Time.
2. Maintain Quality Standards By Adhering To Voice And Accent Guidelines, Tech Monitoring Protocols, And Regulatory Requirements To Deliver High-Quality Support.
3. Ensure Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution And Maintaining Minimum Average Handling Time (Aht), With A Focus On Minimizing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Efficiency In Service Delivery To Customers By Ensuring Timely Login And Responsiveness During Support Hours.
5. Update Worklogs Accurately And Follow The Shift/Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development To Enhance Overall Team Performance.

Skill Requirements

1. Proficiency In Mandarin And English For Effective Communication With Customers.
2. Strong Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills And Ability To Handle Technical Issues Independently.
5. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.

Other Requirements

1. Optional But Valuable Certifications: Comptia A+, Itil Foundation