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Mandarin Speaking IT Support Specialist

2 months ago

Glen Waverley, Victoria, Australia HOBAN Recruitment Full time
{"title": "Mandarin Speaking IT Support Analyst", "description": "IT Support Analyst - Mandarin Speaker

We are seeking a dedicated and talented IT Support Analyst to join our prestigious IT Service Desk team as a Mandarin-Speaking IT Support Analyst.

In this exciting role, you will be at the forefront of delivering world-class support to our client's valued employees across various sales departments. You'll leverage your technical expertise and bilingual skills to resolve complex issues, enhance user satisfaction, and ensure seamless operation of their IT systems.

As a key member of the IT Service Desk, you will handle a range of support tasks, from troubleshooting hardware and software problems to applying IT framework principles to optimize service delivery. Your ability to communicate effectively in both Mandarin and English will be crucial in providing clear, efficient support and fostering strong relationships with users.

Key Responsibilities:

  • Manage Incoming Requests: Handle and route inquiries via phone, chat, or ticketing systems to the appropriate support teams while clearly communicating expectations to users.
  • Document Activities: Record all interactions and updates in the ServiceNow system, adhering to established quality standards.
  • Troubleshoot and Escalate: Address and resolve issues directly or escalate to Lv2 support as required.
  • Resolve Complex Issues: Investigate and solve intricate problems related to Field/Scientific applications and business processes, and identify trends when possible.
  • Update Users: Keep users informed on the status of their requests and ensure compliance with Service Level Agreements.
  • Utilize Knowledgebase: Leverage the Knowledgebase to respond to user queries and draft new articles to enhance the repository of knowledge.
  • Adhere to Procedures: Follow Service Desk protocols meticulously.
  • Enhance Service Quality: Contribute to improving service quality, processes, and innovations to better service delivery.
  • Assist in Training: Support the training and mentoring of analysts as directed by the Regional Operations Lead.
  • Quality Reviews: Participate in reviewing quality records as needed

Requirements:

  • Language Proficiency: Utilize fluent Mandarin and English skills to assist and communicate effectively with users.
  • IT Framework: Apply foundational knowledge of the IT Framework to enhance service delivery and support.
  • Customer Service: Provide outstanding customer service, ensuring user satisfaction and effective issue resolution.
  • Technical Support: Troubleshoot and resolve complex issues related to both hardware and software.
  • Experience: Leverage any prior experience in technical support or Service Desk environments to enhance service quality.
  • Shift Flexibility: Adapt to various shift schedules as required to meet business needs.
  • Work Environment: Operate efficiently both in-office and remotely, demonstrating flexibility in work settings.

We encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at or visit for additional contact details.

", "lang_code": "en-US"}