Senior IT Service Desk Analyst

Lime is the world's largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 700+ million rides in 250+ cities on 5 continents, replacing an estimated 150+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, Lime continues to set the pace for shared micromobility globally.Lime is seeking an experienced Senior IT Support Analyst based in China to join our global IT Service Desk team. In this role, you’ll play a vital part in ensuring Lime’s workforce globally have a seamless and reliable technology experience, whether they’re remote or onsite. This includes overseeing the support queue, prioritizing requests, creating and maintaining documentation, and actively resolving end user requests. In addition to day-to-day support, this Senior role is an escalation point to other team members, helping resolve complex issues, and setting an example for customer interactions.The ideal candidate is a helper and an enabler, they find solutions to problems that have yet to be reported. They are a true partner who can work as part of a team while independently managing a workload of operational and project-driven responsibilities. They find and drive improvements in how our team works while providing technical guidance to both customers and team members. This role is a critical part of serving as a key contributor and regional point of contact for our APAC region, while working in close coordination with global IT teammates to deliver a cohesive support experience across time zones.What You Will DoTake ownership of IT support delivery across APAC, ensuring a high quality employee experience while contributing to a globally consistent and unified support model.Oversee the support queue, triaging and resolving tickets while maintaining a high standard of service delivery and acting as an escalation point for complex issues.Deliver high touch support across a variety of systems and infrastructure, including MacOS, Windows, mobile, AV, printers, and networking.Mentor and support junior team members, sharing knowledge and driving improvements in technical and customer service skills.Maintain strong relationships with customers and stakeholders through clear communication, proactive follow ups, and a focus on customer satisfaction.Analyze support trends and operational gaps to identify areas for improvement and proactively propose solutions in tooling, workflows, or training.Contribute to project delivery and knowledge management, supporting implementation efforts and continuously improving documentation and internal processes.Partner with cross functional teams to troubleshoot broader issues and drive scalable improvements across our environmentAbout You5+ years of IT support experience in fast paced, dynamic environments, working as part of a globally distributed IT team.Strong hands-on experience supporting MacOS and Windows, with experience using device management tools (e.g. Jamf, Intune).Proficient in enterprise tools including ticketing systems, identity and access tools, and productivity/collaboration platforms (e.g. Jira, Okta, Google Workspace, Slack).Proven ability to work well under pressure, manage conflicting priorities, and drive process improvements for a globally distributed workforce.Outstanding communication and interpersonal skills, capable of translating technical issues for non-technical users and leading by exampleFluent in both English and Chinese, with flexibility to travel regionally (<25%) as needed.Preferred ExperienceExperience integrating applications, building workflows and automation, including use of scripting languages or APIs to streamline tasks.Familiarity with team based project workflows such as Agile or Kanban.Exposure to IT asset management practices or inventory platforms.Familiarity with IT security practices or compliance frameworks.If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.Lime is proud to be an Equal Opportunity Employer. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences. If you require a reasonable accommodation during the application or hiring process, please email recruiting-operations@li.me for assistance.