L2 Service Desk Analyst (Mandarin Speaker)

Role Description

The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and executive-level stakeholders. This role focuses on troubleshooting complex issues, delivering high-quality support, and working closely with cross-functional teams to ensure timely and effective resolution.



Key Responsibilities

Provide advanced technical support through ServiceNow or similar ITSM platforms, using knowledge base articles to resolve issues efficiently.

Troubleshoot workstation, network (LAN), and application performance issues.

Act as a liaison between L1, L2, and L3 support teams to ensure smooth escalation and resolution.

Maintain and update support documentation and standard operating procedures (SOPs).

Perform root cause analysis and escalate unresolved incidents when needed.

Deliver high-touch technical support to VIP and executive users with professionalism and discretion.

Suppo...