Sr Analyst
China
Job Description
Sr Analyst
Dalian, Liaoning
Job Summary
Job Summary : Mandarin Service Desk Support
Key Responsibilities
Job Responsibilities : • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end user. Route problems to internal second and third level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning Tracking work tickets on ITIL based ticketing system like Service Now & Remedy Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
Skill Requirements
Skill Requirement : • Good Knowledge on Excel • Basic Knowledge Windows, Outlook, PC related issue • Oversees provisioning and break/fix • Monitors process to ensure best productivity • Improves and maintains customer and employee satisfaction • Monitors and maintains SLAs • Gathers and suggests value additions for submission to customer with SDM • Coordinates intra-track and Micron service coordination • Point of escalation between customer and analyst
Other Requirements
Other Requirement : 1. Excellent communication and conversation skills (Verbal and Written)- 2. Good documentation skills- 3. Excellent Mandarin and English language skills 4. Should have a great customer handling skills- 5. Able to handle unforeseen situations- 6. Can accept night shift 7. Can drive HCL\'s value and methodology
Information at a Glance