Service Desk Analyst - Mandarin Language Proficiency
Role: Service Desk Analyst
Location: Cyberjaya, Malaysia
Experience: 2-8 years
Hire Type: Fixed Term Contract direct with Cognizant
Contract Duration: 12 Months (Renewable)
Shift Timings: ROTATIONAL - 16*7 Support (6 AM to 11 PM MYT shift coverage window) - 8 hours of work in a day and 5 days in a week (which may fall under any days of the week)
Minimum of 1+ year of IT Service Desk/Help Desk experience in a 24x7 operations
Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.
Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
Network connectivity, dial up and wireless systems troubleshooting skills
Knowledge on active directory, domain controllers, password reset tools, etc.
Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
Work experience with Global clients (preferred)
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision