L1 Service Desk (Chinese Line)

Who are we?Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1,000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.We look forward to meeting you!Job DescriptionABOUT THE JOBRespond to user enquiries regarding information, product functionality, and technical faults, aiming to resolve queries during the initial interaction.Take ownership of incoming support tickets, monitor their progress throughout the lifecycle, and escalate to relevant teams when necessary.Gather and analyze detailed information related to user issues, including system identifiers, error messages, and supporting documentation, and accurately log all requests in the customer relationship management system.Maintain responsibility for tickets until resolution, ensuring solutions are effective through follow-up communication and updating records with relevant activities.Provide first-level support and troubleshooting for data, applications, and various technologies, including password resets, printer setup, hardware and software issues, Windows systems, MS tools, and networking.Apply troubleshooting techniques such as verifying hardware connections, resolving credential issues, reinstalling basic applications, and assisting users with navigation within software interfaces.Communicate with users via email and telephone in accordance with established service level agreements.Identify and escalate issues impacting multiple users or affecting timely resolution, involving team leaders and other support groups as appropriate.Recognize and report recurring problems or outdated procedures to improve service quality.Participate in additional projects or responsibilities to enhance team performance.Provide guidance and instruction to users regarding software and hardware functionality.Actively contribute to the team’s objectives and overall success.About YouBachelor's Degree in IT or related fieldExperience with remote desktop support and troubleshootingFluent Chinese and EnglishProficiency with desktop support tools and processesExperience with Active DirectoryKnowledge of printer and hardware configurationFamiliarity with Windows operating systemsBasic IT knowledge, including networking (VLAN, DNS, VPN, etc.)Experience with end-user applications (MS Office, etc.)ITIL knowledge is a plusYou demonstrate strong communication skills, adaptability, and a commitment to delivering excellent serviceWHY AMARIS?Competitive salary and 13th-month salary14+ annual leaves per yearPremium healthcare insurance, starting from your probation periodProject reviews and yearly performance appraisalsAnnual company tripsTeambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, yoga, badminton, etc.)International team with flexible working timeTailor-made career pathTechnical workshops and training coursesMobility: Opportunities to be on-site abroad in our offices in over 60+ countriesEqual OpportunityAmaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.