Job Description

Service Desk Agent Mandarin Speaking

R30k/month

Sandton, Johannesburg

Our client that specialises in IT Solutions is seeking a dedicated and experienced Service Desk Agent fluent in Mandarin to join their team. The ideal candidate will have 1-3 years of service desk experience, excellent people and communication skills, and be able to handle a range of responsibilities including catching, dispatching, and general First Call Resolution (FCR). This role is crucial in providing timely and effective support to our Mandarin-speaking clients.

KEY RESPONSIBILITIES:

• Handle incoming service requests and incidents from Mandarin-speaking users.
• Accurately log and categorize issues in the service management system.
• Prioritise and escalate issues as necessary, ensuring timely resolution or appropriate dispatch to specialised support teams.
• Provide immediate assistance and resolution to common technical issues.
• Troubleshoot and resolve issues efficiently during the initial contact.
• Follow up on unresolved issues to ensure they are addressed in a timely manner.
• Deliver exceptional customer service with a focus on clear, empathetic communication.
• Maintain a high level of professionalism and courtesy while managing user expectations.
• Document all interactions and resolutions in accordance with company policies.
• Keep up to date with the latest technology trends and updates relevant to service desk operations.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Identify and suggest improvements to service desk processes and procedures.
• Participate in training and development opportunities to enhance skills and knowledge.

EXPERIENCE REQUIREMENTS:

• 1-3 years of experience in a service desk or technical support role.
• Proven track record of managing service requests and resolving technical issues efficiently.
• Experience supporting Mandarin-speaking users is essential.

SKILL REQUIREMENTS:

• Strong interpersonal skills with the ability to engage with users effectively and build positive relationships.
• Excellent verbal and written communication in both Mandarin and English. Ability to convey technical information clearly and concisely.
• Demonstrated ability to troubleshoot and resolve technical issues independently.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

QUALIFICATIONS:

• CompTIA A+
• CompTIA Network+
• Microsoft Certified Professional (MCP)
• Applicable Skillsoft courses or other relevant technical training