L2 Service Desk Analyst (Mandarin Speaker)

Role Description

The L2 Service Desk Analyst provides advanced technical support to corporate users, including VIP and executive-level stakeholders. This role focuses on troubleshooting complex issues, delivering high‑quality support, and working closely with cross‑functional teams to ensure timely and effective resolution.

Key Responsibilities

• Provide advanced technical support through ServiceNow or similar ITSM platforms, using knowledge base articles to resolve issues efficiently.
• Troubleshoot workstation, network (LAN), and application performance issues.
• Act as a liaison between L1, L2, and L3 support teams to ensure smooth escalation and resolution.
• Maintain and update support documentation and standard operating procedures (SOPs).
• Perform root cause analysis and upscale unresolved incidents when needed.
• Deliver high‑touch technical support to VIP and executive users with professionalism and...