We are seeking a motivated and customer-focused Service Desk Analyst who is fluent in English, Cantonese and Mandaring language to join our dynamic IT support team. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a commitment to providing exceptional service to our diverse user base. As a Regional Service Desk Analyst, you will be responsible for delivering timely and efficient support for technical issues and ensuring high levels of user satisfaction.
o Provide first-line support to end-users via phone, email, and chat to address PC, desktop, mobile, printer, hardware, software, and network issues.
o Diagnose and resolve technical problems, escalating complex issues to senior support staff as needed.
o Document and track all incidents and service requests in the ticketing system, ensuring detailed and accurate records.
o Offer support in English, Cantonese and Mandaring language, catering to users from various linguistic backgrounds.
o Translate technical information and instructions for English speaking users as required.
o Deliver high-quality customer service, demonstrating patience, empathy, and professionalism.
o Assist users in understanding and effectively using IT systems and applications.
o Follow up with users to ensure issues are resolved to their satisfaction and provide additional support if necessary.
o Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.
o Contribute to the development of training materials and user guides.
o Participate in regular training and professional development to stay current with emerging technologies and best practices.
o Suggest improvements to processes and procedures to enhance the efficiency and effectiveness of the service desk
o Resolution of incidents, requests and problems in line with:
End user satisfaction with services
Contribute to team goals, objective and team meeting
Creation/ update of the documentation within managed area
Mandarin and Cantonese speaking is compulsory, as this role caters to the Chinese market
o Proficiency in troubleshooting PC, desktop, mobile, printer, hardware, software, and network issues.
o Familiarity with common operating systems (Windows, macOS) and applications (Office 365, email clients, VPN, Antivirus).
o Fluent in English, Cantonese and Mandarin language, with strong written and verbal communication skills.
o Fluency in both written and spoken Cantonese and Mandarin as well is preferred.
o Excellent problem-solving abilities and a proactive approach to resolving issues.
o Strong customer service orientation and ability to manage multiple priorities in a fast-paced environment
Effective interpersonal skills and the ability to work collaboratively within a team.
Scope of work will be revised depending on the management needs or request.
Others related duties as and when assigned by the superior from time to time
Ricoh delivers digital services and innovative solutions that bring together people, processes and technology.
As a global leader with 80,000 employees, we create competitive advantage for over 1.4 million businesses worldwide by embracing diverse perspectives and solving complex challenges for enterprises from large to small.
As a trusted partner offering end-to-end solutions, we believe that by transforming information into actionable insight, we can unlock the potential in every business.
