Beyondsoft (listed by the Shenzhen Stock Exchange, stock code 002649) is a global provider of IT consulting, product and solution services. Relying on strong R&D and innovation capabilities, the company widely adopts emerging technologies based on big data and mobile internet, including big data management platform, enterprise risk warning and public opinion monitoring system, AI-based intelligent operation and maintenance service, and intelligent automated test products. And a wide range of products and solutions, including internationally authoritative software testing qualification training, for a wide range of services in the fields of high technology, internet, finance, retail, logistics, energy, manufacturing, and medical.
For more information, please visit www.beyondsoft.com
DESIGNATION : Service Desk Analyst - 1U
RESPONSIBILITIES
- User Support: Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
- Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
- Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
- Customer Service: Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
- Knowledge Base: Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
- Documentation: Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
- Remote Support: Provide remote desktop assistance when required, guiding users through problem-solving steps and remote troubleshooting tools.
- Hardware and Software Setup: Assist with the setup, installation, and configuration of computer hardware, software applications, and peripherals.
- Password Reset: Assist users with password resets and account unlocks in accordance with security policies.
- Security Awareness: Promote and adhere to security policies, recognizing and reporting potential security incidents.
- Team Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues.
- Continuous Learning: Stay up-to-date with technology trends, new software, and hardware to improve support capabilities.
- Application Support: Ability to identify and isolate issues, as well as gather information.
- Account Provisioning Skills: Must have experience with the Onboarding/Offboarding process using Active Directory (AD).
- Microsoft Applications: Proficiency in AD, Intune, MFA (Multi-Factor Authentication), and email tracing.
QUALIFICATIONS
- Minimum Diploma in Computer Science, Information Technology, or a related field.
- Minimum 2 years of experience in a technical support or service desk role.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Proficiency in troubleshooting and problem-solving techniques for hardware and software issues.
- Familiarity with commonly used operating systems (e.g., Windows, macOS) and office software.
- Customer service-oriented mindset with a commitment to delivering high-quality support.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Knowledge of remote support tools and remote desktop assistance is advantageous.
- Familiarity with ticketing systems for incident management.
- Basic understanding of IT security principles and best practices.
- IT certifications such as CompTIA A+ or ITIL Foundation are a plus.
- Able to work with minimal supervision.
