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Remote Bilingual (Mandarin/English) Service Desk Analyst

Company: Computer Aid
Location: Newark
Posted on: June 12, 2021

Job Description:

Job Profile Summary

We are looking for a customer service oriented Service Desk Analyst to provide Level 1 (Service Desk) technical support to users in an efficient and accurate manner. A Service Desk Analyst is responsible for providing phone-based help desk support to our customers applying technical knowledge and customer service skills.The goal is to make sure that customer value is maintained to the standards set forth by the customer. This is a 3rd shift opportunity.

Duties & Responsibilities

Provide General IT end-user support including:

  • Resetting passwords.
  • Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
  • Provide first level contact and convey resolutions to customer issues utilizing a knowledge base.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Keep peers and management informed of trends, significant problems, and unexpected delays.
  • Utilize excellent customer service skills and exceed customers' expectations
  • Ensure proper recording, documentation and closure of all records.
  • Recommended procedure modifications or improvements.
  • Preserve and grow your knowledge of Service Desk procedures, products and services.


Experience/Education Required

  • 0-6+ months' experience in a Service Desk or technical support role
  • 1+ years' of customer service experience in a professional industry
  • High school diploma; additional qualifications a plus

Skills Preferred

  • Strong troubleshooting and documentation skills
  • Active Directory Experience
  • Desktop and Laptop hardware support experience
  • Understanding of LAN/WAN technologies and protocols

Other Requirements

  • Must be fluent in both Mandarin and English (written and oral)
  • Must be available to work 10pm - 6am EST starting Sunday evenings
  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic
  • Problem-solving skills

Competency Statement(s)

  • Solution driven
  • Detail oriented

Physical Demands

Physical Demands

  • Spends the majority of the day in a stationary position
  • Occasionally needs to move about inside the office to access printers, file cabinets, and other office equipment

Work Environment

  • Controlled climate office environment which would include own desk/cubicle space.

Physical Requirements

  • Operating a computer and communicating over the phone.

Amy Ebersole

Technical Recruiter

Keywords: Computer Aid, Newark , Remote Bilingual (Mandarin/English) Service Desk Analyst, Other , Newark, Delaware

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