Company description / JD introduction

We are HCLTech, one of the fastest-growing large tech companies in the world and home to more than 223,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Your Role & Responsibilities

• We are searching for a Service Desk Associate that is proficient in Mandarin Language and wants to make a real impact on the Service Desk field in IT. As a Service Desk associate, you will First Point of Contact: Serve as the initial point of contact for users seeking technical assistance via phone, email, or chat.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• Troubleshooting: Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Issue Resolution: Determine the best solution based on the issue and details provided by users.
• Escalation: Direct unresolved issues to the next level of support personnel.
• Update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Documentation: Record events, problems, and their resolutions in logs.
• Adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• Follow-Up: Follow up with users to ensure their issues are fully resolved.
• Feedback: Pass on any feedback or suggestions by users to the appropriate internal team.
• Improvement: Identify and suggest possible improvements on procedures.…

Qualifications & Experience:

Minimum Requirements

• BSc/BA in IT, Computer Science, or a relevant field is often preferred
• More than 2 years of experience with service desk/IT helpdesk/technical support in global setting.
• Ability to understand, speak, read and write Mandarin and English is required.

Desired Qualifications

• You have demonstrated experience implementing certain strategies
• You have strong analytical skills and an aptitude for certain decision-making
• You show resiliency when faced with these challenges
• You believe in continuous learning and growth
• You possess a strong work ethic
• You're able to connect with new and existing team members quickly
• You enjoy collaborating with colleagues across the globe
• You enjoy learning new skills and applying them
• You are passionate about innovation
• You want to make an impact

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Why Us

• We are one of the fastest-growing large tech companies in the world, with offices in 60 countries across the globe and more than 223,000 employees
• Our company is extremely diverse with 161 nationalities represented
• We offer the opportunity to work with colleagues across the globe
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
• We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark
• We offer comprehensive benefits for all employees
• We are a certified great place to work and a top employer in 26 countries, offering a positive work environment that values employee recognition and respect

Equality & Opportunity for All

Representing 161 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.