ANALYST, REGIONAL SERVICE DESK
Job Summary
Analyst, Regional Service Desk is responsible for ensuring that the IT infrastructure remains stable and that users receive uninterrupted support and assistance. They serve as point of contact for resolving technical issues and provide effective solutions that help organizations maintain their productivity and efficiency.
Job Description
• Provide designated Second Line Support to receive tickets from the First Line Support Desk or escalations from support engineers
• Provide support in English and Mandarin/ Japanese/ Korean Language
• Maintain ticket queues based on geographical location or customer sites
• Log all tickets in English. For clarity, additional information provided by users (for example an email) may be attached to the ticket in local languages where this has been provided by the First Line Support Desk or from a EUC user
• Investigation, diagnosis and where possible resolution of tickets which cannot be resolved at the First Line Support Desk
• Raise a Smart Hands or Deskside ticket for on-site engineers to physically attend site
• Remotely assist on-site and dispatch engineers where required
• Escalate incidents which cannot be resolved by Second Line Support Desk to Third Line Support. Resolution in this case should be a collaborative effort between the Second and Third Line support desks with the Second Line Support desk managing the ticket. Example of escalation include: retail escalation; see Retail escalations infrastructure; customer infrastructure support team network; Customer network support team; EUC; workplace productivity team
• Use customer owned remote control tools to access EUC devices for the purpose of diagnosis and resolution of a service request or incident
• Create knowledge articles on known problems for the First Line Support desk to enable resolution of tickets at First Line
• Contact new users either by instant messenger or email with 24 hours of an IMAC in supported languages
• Provide support in English and Mandarin/ Japanese/ Korean Language
• Maintain ticket queues based on geographical location or customer sites
• Log all tickets in English. For clarity, additional information provided by users (for example an email) may be attached to the ticket in local languages where this has been provided by the First Line Support Desk or from a EUC user
• Investigation, diagnosis and where possible resolution of tickets which cannot be resolved at the First Line Support Desk
• Raise a Smart Hands or Deskside ticket for on-site engineers to physically attend site
• Remotely assist on-site and dispatch engineers where required
• Escalate incidents which cannot be resolved by Second Line Support Desk to Third Line Support. Resolution in this case should be a collaborative effort between the Second and Third Line support desks with the Second Line Support desk managing the ticket. Example of escalation include: retail escalation; see Retail escalations infrastructure; customer infrastructure support team network; Customer network support team; EUC; workplace productivity team
• Use customer owned remote control tools to access EUC devices for the purpose of diagnosis and resolution of a service request or incident
• Create knowledge articles on known problems for the First Line Support desk to enable resolution of tickets at First Line
• Contact new users either by instant messenger or email with 24 hours of an IMAC in supported languages
Education
• Technical Degree (computer science, information systems, engineering) or equivalent experience in a related field is required
• 1- 3 years of related work experience including a demonstrated track record of success in software and hardware troubleshooting on laptops, desktops, servers, and network equipment
• Microsoft Certification (MCSA/ MOS) and Network+ Certification preferred
Skills
• Experience with remote solutions, such as Citrix. Terminal Server and VPN
• Experience with Cisco and Broadsoft VOIP
• Experience with Apple Hardware and MAC OS X
• Experience with enterprise mobile devices
• Good problem solving skills
• Ability to fully integrate into the customer’s environment
• Ability to develop and maintain strong customer relationships
• Experience with Cisco and Broadsoft VOIP
• Experience with Apple Hardware and MAC OS X
• Experience with enterprise mobile devices
• Good problem solving skills
• Ability to fully integrate into the customer’s environment
• Ability to develop and maintain strong customer relationships
5 Nov 2025
Permanent