Mandarin Service Desk Lead

City: Dalian

State/Province: Liaoning

Posting Start Date: 3/19/25

Job Description:

Job Description

Role:

Mandarin Service desk lead

Experience: 7 years overall SD experience and 3 years in TL experience

Language:

Proficient in English and Mandarin (Read Write Speak) mandatory and Japanese (Nice to have)

Education:

Bachelor's degree in IT, Computer Science, or related field (preferred).

Relevant certifications:

SC-900, AZ-900, CompTIA A , Microsoft 365 Fundamentals (Nice to have)

Key Responsibilities:

The Service Desk Team Lead leads a team of Service Desk Agents.

Accurate recording and tracking of customer requests. Adherence to SLAs on team level. Performance of the team.

Major activities:

Monitors open tickets for service level breaches

Identifies potentially major problems.

Uses established procedures, guidelines, and standards

Responds to changing business needs by recommending new ways to handle new issues

Monitors the direction of appropriate incident tracking processes to be followed by team

Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure

Conducts leave and resource management for each queue

Handles escalated calls

Implements SIP and CIP

Conducts quality audits, coaches, and mentors the team members

Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls