bilingual global service desk

16 hours ago

Ayala Alabang, National Capital Region, Philippines KMC Solutions Full time $40,000 - $60,000 per year

The Purpose Driven Career Objectives of a Bilingual Global Service Desk (Mandarin)

Work for one of the world's largest providers of outsourced (OSAT) semiconductor packaging, design, and test services. As a part of the team, you will be responsible for incoming requests for IT support and resolving software, application, network, account-related issues with computers. You will ensure user queries or issues are captured, validated, and triaged for further processing. You will be responsible for analyzing incident tickets and requests from customers or end-user, recommending solutions,s and escalating to the technical system owner. You will also ensure that ticket closure is within defined service levels. Make sure to communicate to users through different contact types such as email, phone, and chat. Lastly, you will receive English calls on global service desk hotline available to various Amkor locations in United States, Europe, and the Asia Pacific.

Work information

  • Monday to Friday
  • 7AM-4PM
  • HMO upon hire
  • Hybrid work set up

To apply for a Bilingual Global Service Desk (Mandarin), you are excellent at:

  • Acts as the single point of contact for end-users in any IT-related inquiry, issue, or request.
  • Records all English language incident tickets, system alerts, and requests.
  • Serves as the Remote support running 24/7 supporting all Amkor locations globally.
  • Analyses incident tickets, system alerts and request then provide solutions or recommendations.
  • Categorize, prioritize, and assign reported incidents and provide solutions
  • Administers the account management for various systems particularly global accounts such as active directory, Agile PLM, SAP, and manufacturing systems like MES, AMS, CIM, etc.
  • Determine proper escalation or higher level of support group (application support, infrastructure, or Infosec team) if needed for more technical analysis and resolution.
  • Ensure all incident tickets and requests are closed with resolution in accordance with the Service Level Agreement (SLA) metrics.
  • Other functions may be assigned from time to time by a superior

Your Success Profile includes:

  • Proficiency in Mandarin language (both written and verbal)
  • 2 years of related work experience
  • Practice ITIL method and processes
  • With knowledge in ServiceNow or equivalent system
  • Good presentation, and technical computer skills
  • Analytical and proficient in Incident triage

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