L2 Service Desk (Mandarin) | Onsite | Pasay

Work Arrangement:

• Onsite during probationary period (6months), Hybrid upon regularization (3 days onsite, 2 days WFH)
• Pasay Office
• Shifting Schedule

Requirements:

• At least HSK 4 proficiency in Mandarin with certification
• At least 2 years of experience in Service Desk, IT Support, or Infrastructure Support operations.

Responsibilities:

• Provide technical support via ServiceNow, leveraging knowledge base articles to resolve user issues.
• Troubleshoot workstation, LAN, and application performance problems.
• Act as a liaison between L1, L2, and L3 support teams to ensure timely resolution.
• Maintain and update support documentation and SOPs.
• Conduct root cause analysis and escalate unresolved issues appropriately.
• Deliver high-touch support to VIP users with professionalism and discretion.