SoftwareONE

Level I – Cantonese Service Desk Engineer - O365 & Azure

CN-Shanghai | TW-Taiwan ROC | MY-Kuala Lumpur
2 weeks ago
ID
2017-2462
# of Openings
1

Overview

The Local Language Service Desk Engineer “Service Desk Engineer” is the escalation support for customer IT environments relating to Microsoft Office 365. While providing the highest level of customer service, the Service Desk Engineer will resolve or escalate Incidents through the Service Management system. The Service Desk Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve tier 2 requests in a timely fashion. The Service Desk Engineer escalates unresolved problem/issues/requests to the appropriate Tier 2 Resolver Group.

 

Key Performance Areas

Performance Area

Responsibility

Metric

Performance

Minimum

Service Level Management

Monitoring and

reporting of

systems:

Network/System

up time

% of systems that are down reported in 30 minutes

A – 100%

B – 98%

C – 96%

C

Ensure availability

% of call answered in 30 seconds

A – 100%

B – 98%

C – 96%

C

Quality Management

Ensure customer

satisfaction

% of complaints received after

Resolution

A – 0%

B – 2%

C – 4%

C

Call Handling

Ensure successful

escalation

% of calls assigned correctly to the relevant area

A – 100%

B – 98%

C – 96%

C

 

Support Hours

24x7 - Candidates should be available

Responsibilities

Roles & Responsibilities:

  • Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
  • Respond to questions received through emails and calls.
  • Learn the fundamental operations of the platforms which are being supported.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Become familiar with helpdesk policies and services.
  • Other duties as assigned by the Service Manager.

 

General Requirements

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to utilise the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Creativity. Ability to think around problems and come up with creative solutions is helpful.
  • Ability to work with or without direct supervision.

 

Operational

  • Serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues.
  • Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory).
  • Develop technical knowledge of Microsoft Office 365 and other technologies as required.
  • Take ownership and responsibility of an issues from start through to a successful resolution.
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
  • The Service Desk Engineer must ensure the support team members to close out their tickets properly.
  • Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Qualifications

Knowledge, Skills and Abilities Required

    • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Business professional written and oral Cantonese language skills
  • Business professional written and oral English skills.

 

  • Familiarity with the fundamental principles of ITIL/SLA
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
  • Perform post-resolution follow up activities to requests
  • Reinforce SLAs to manage end-user expectations

 

Qualifications

  • 1+ year’s work experience in a Service Desk environment
  • Knowledge of ITIL Process Frameworks desirable
  • MCSA: Office 365 Solutions Associate desirable,
    • If candidates do not possess accreditation, candidates will be supported in achieving the certification within first 6 months of joining

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