Description
Emerson's 132 years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Service Desk Analyst, Tier I (Mandarin Speaking), you will be the first level point of contact for any IT-related incidents or requests.
By working in an ITIL-aligned organization, you will develop your technical and customer service skills while also building your experience in ITIL processes. This gives you a very vital role in helping drive growth platforms and supporting operational pillars while striving for long-term value creation.
If this sounds like a perfect fit for you, apply now and join our team in Quezon City, Philippines! All roles are currently on a blended Work-From-Home arrangement, and company-provided IT assets are given on your first day. Enjoy our market-competitive pay, comprehensive benefits package, well-being programs, and career development opportunities.
In this role, you will:
- Act as the first-level point of contact for IT-related incidents and requests.
- Learn and build experience in an ITIL-aligned Service Desk team.
- Create a positive consumer support experience by interacting with consumers at different levels within the organization.
- Monitor personal and team queue incidents, request ticketing systems, and ensure consumers are properly handled and updated.
- Create and update knowledge articles.
For this role, you will need:
- Experience in working as an IT Service Provider.
- Intermediate level of proficiency in Mandarin written and verbal communication skills.
- Specific knowledge in Software and Hardware troubleshooting.
- In-depth knowledge of Microsoft Windows 7, Microsoft Office 365 suite, and up.
- Experience in using service desk ticketing tools; ServiceNow experience is a plus.
- Excellent customer service orientation.
Who you are:
You have a strong drive for results and exhibit passion and enthusiasm to learn and get things done. With an excellent balance of customer service and technical skills, you can efficiently carry out tasks independently. You're a proactive self-starter and highly innovative in approaching problem-solving efficiently. With good communication skills, you can proficiently communicate ideas, identify pain points within the team, and propose changes. You're interpersonally savvy and able to collaborate and efficiently work with people at any level.
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