Mandarin Service Desk Analyst

blaseek; Pasay; On-site; PHP 240,000 - 360,000; Full time

Job summary

blaseek is seeking an IT help desk specialist in Metro Manila to provide Level 1 support for hardware, software, and basic network issues. You will handle calls, troubleshoot, and escalate as needed while delivering courteous service to users.

Fluent in Mandarin and English is required. Onsite work at Mall of Asia Business Complex with graveyard/rotating shifts. 1–2 years in a technical help desk and 1–2 years customer service experience are expected.

Qualifications

• Fluent in Mandarin, both spoken and written.
• Strong English communication skills, verbal and written.
• Onsite work at Mall of Asia Business Complex.
• Willing to work graveyard shifts and rotating schedules.
• 1–2 years of Level 1 help desk experience.
• 1–2 years of customer service experience with strong soft skills.
• Experience supporting end-user hardware and software (PCs, Macs, iPhones, printers, Outlook, Windows 7/10, Office 2013/2016/Office 365).
• Ability to work independently with minimal supervision.
• Strong interpersonal, analytical, and customer service skills.
• Able to understand and follow verbal and written instructions.

Responsibilities

• Provide Level 1 technical support to users via phone for hardware, software, and basic network issues.
• Troubleshoot and resolve issues, escalating to appropriate technical teams when required.
• Apply working knowledge of information systems, products, and services to assist users.
• Identify, investigate, and resolve user questions and system-related problems.
• Log, prioritize, and track incidents following standard escalation procedures.
• Coordinate with technical, professional, or service teams to ensure timely resolution.
• Perform other related duties as assigned.

Skills

Mandarin fluency

English communication

Customer service

Technical support

Tools

PC/Mac hardware

MS Outlook

Windows OS

MS Office 2013/2016/Office 365

Job description

Role Requirements

• Fluent in Mandarin, both spoken and written
• Strong English communication skills, verbal and written
• Willing to work onsite at the Mall of Asia Business Complex
• Open to graveyard shifts and rotating schedules
• At least 1 to 2 years of experience in a technical help desk or service desk role providing Level 1 phone support
• At least 1 to 2 years of customer service experience with strong soft skills
• Experience supporting end-user hardware and software, including PCs, Macs, iPhones, printers, MS Outlook, Windows 7 and 10, and MS Office 2013, 2016, or Office 365
• Able to work independently with minimal supervision
• Strong interpersonal, analytical, and customer service skills
• Able to understand and follow verbal and written instructions

Role Description

• Provide Level 1 technical support to users via phone for hardware, software, and basic network issues
• Troubleshoot and resolve issues, escalating to appropriate technical teams when required
• Apply working knowledge of information systems, products, and services to assist users
• Identify, investigate, and resolve user questions and system-related problems
• Log, prioritize, and track incidents following standard escalation procedures
• Coordinate with technical, professional, or service teams to ensure timely resolution
• Perform other related duties as assigned