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Work Experience - Essential 1. 6 months - 1 year or more experience in a similar role. 2. Experience on Desktop support, application support 3. Exposure on ITSM ticketing tools 4. Working knowledge of ITIL framework. Basic Requirements 1. Candidate should be able to converse well with Chinese users in Mandarin language. 2. Good knowledge of Service Desk with written and oral communication skills in Mandarin and in English. In-depth technical knowledge is an added advantage. 3. Candidates should have experience of International Voice Process background. 4. Candidate should be ready to work from office. Key Responsibilities 1. Respond quickly to all queries and incidents. Manage incidents, including via telephone, Chat & email. 2. Documentation, recording & updating incident details in CRM tool. 3. Communication, alerting technical staff via assignments and escalating to resolver group. 4. Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact, and risk. 5. Answering queries and resolution of straight forward incidents 6. Escalation of unresolved cases to next level application specialist teams. 7. Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed. 8. Initial review, evaluation and formally closing incidents. 9. Communicating major IT incidents to affected customers. 10. 1st line application support and diagnosis 11. Assisting the client with L1 /L1.5 Support activities 12. Should have knowledge/ Experience on PC troubleshooting, O365, Printer setup & issue handling, VPN, Active Directory, Citrix etc., Knowledge & Skills 1. Fluent in Mandarin & English (Verbal and Nonverbal) 2. Excellent telephone skills. Customer focused. Ability to multi-task and prioritize workload. 3. Ability to adapt to continuously changing procedures and environment. 4. Team player with strong interpersonal skills