L2 Service Desk (Mandarin Speaker)

Role Description

The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and C-Suite executives. This role involves troubleshooting complex issues, ensuring high-quality service delivery, and collaborating with cross-functional teams to resolve incidents efficiently.

Key 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.

• Participate in client training initiatives by identifying gaps and recommending improvements.

• Ensure all support activities align with SLAs and quality standards.

Role Requirements

• Proficiency in Mandarin (verbal and written) is required.

• Excellent verbal and written English communication skills.

• Proven experience supporting corporate environments and executive-level users.

• Strong knowledge of ServiceNow or similar ITSM platforms.

• Detail-oriented with a proactive approach to problem-solving.

• Comfortable handling incoming calls and providing remote support.

• Ability to apply diagnostic techniques and document findings clearly.

• Team player with a customer-first mindset.

• Capable of understanding complex issues and coordinating with other teams for resolution.

• Must be willing to work onsite at Mall of Asia Business Complex, Pasay City

• Open to work in rotating schedules.