Service Desk Engineer

Department: Platform DevelopmentEmployment Type: Permanent - Full TimeLocation: ShanghaiReporting To: Christoph CouckeDescriptionPlatform Support acts as the first point of contact for all questions or issues related to our internal platforms and tools. This role focuses on ensuring the smooth day-to-day operation of these systems by coordinating support, guiding users, and escalating technical problems to the appropriate teams when needed.Key ResponsibilitiesService Desk Act as the escalation point for more complex user or platform issues, coordinating with technical teams when needed Follow up on tickets to ensure timely resolution and customer satisfaction Monitor and follow up on incidents to ensure timely resolution and a positive user experience Identify recurring issues and collaborate with technical teams to define structural improvements Contribute to optimizing service processes, documentation, and user guidance materials Review service desk performance and identify opportunities to improve efficiency and service quality. Quality Assurance Learns about the testing methodologies used in the wider organization Create test plans and test data for simple work items Execute test cases independently Document findings and share feedback with relevant teams to help ensure platform reliability and quality China specificCreate, configure, and manage China specific product subscriptions and accounts Serve as the local point of contact for processes requiring Chinese IDs or local platform credentials Ensure compliance with Chinese regulations and local data residency requirements Support administrative and compliance-related tasks for the Chinese market (e.g. vendor onboarding, platform access, local documentation) Process Good understanding of scrum as an agile framework for web development, including all scrum events & artifacts Learns from peers and mentors but challenges them as well Skills, Knowledge & ExpertiseSkills And Personal AttributesCan handle routine service requests Providing customer service in line with service level agreements (SLAs) Able to diagnose and resolve straightforward issues, escalating complex cases Able to troubleshoot basic issues independently. Clear communication with customers, explaining issues and solutions Ability to manage stress from working under time constraints and handling multiple tasks Maintains a customer-centric approach, ensuring customer satisfaction Qualifications And/or Educational RequirementsProficient in English, both written and spoken You are familiar with scrum & other agile practices You are familiar with online market research methods & tools Basic knowledge of web technologies (HTML, CSS) and SQL is a plus You have an eye for detail You are a technical person; you like to dig into technical challenges independently You’re an excellent, proactive communicator You're a team player You are a true problem solver You can empathize with a wide variety of end users You are dedicated to provide a great customer experience You’re a fast & eager learner Helping colleagues and clients who experience platform issues makes you happy Degree in IT or relevant experience ITIL Foundation or other IT Service Management (ITSM) certifications (optional)