Service Desk Analyst

Job Summary

Company
Cognizant Technology Solutions Asia Pacific Pte. Ltd
Industry
• ITES/BPO • IT/Computers - Hardware & Networking • IT/Computers - Software
Location
Kuala Lumpur
Years of Experience
2 - 7 years
Function
• IT • IT- Hardware/Telecom/Technical Staff/Support
Posted On
7th Oct 2020
Skills
'Vietnam language", "service desk", "Technical support"

Job Description:

Cognizant hiring a Service Desk analyst who are proficient in Vietnam language is preferred but not mandatory, he/she will supporting for Vietnam market

Employment Type: Contract
Work Location: Kuala Lumpur

Required Skills:
● Graduation in any discipline; newly graduated candidates will also be considered.

● Bilingual with excellent level on the market support language (minimum of C1-C2 level)

● Good command in English language

● Relevant experience in website/online content creation/management

● Exceptional analytical and structured problem-solving capabilities

● Hands-on experience in internet technologies including but not limited to HTML, CSS, JavaScript etc

● Experience in one or more of the following areas: Internet Industry, Search Engine Optimization (SEO), Developer Relations, Technical Communications and/or Web Development

● Google Ads and Analytics understanding and experience

● Strong experience in analyzing, troubleshooting, and resolving user-reported issues

● Enthusiastic & self motivated with "Can do!" attitude

● Excellent communication skills (both verbal & written)

● Flexibility and adaptability to a changing and fast paced working environment

● Long-term engagement

● Ability to interpret and assimilate information

● Proactive and well organized with a track record of success in a team environment

● Good understanding on working with targets and meeting/exceeding client expectations

● Solid work ethic and ability to work with minimal supervision

Responsibilities:

● Through community and social media, build relationships with community contributors to provide a delightful self-help experience and support that scales

● Manage Webmaster Community in designated language, including: recruiting new experts, regularly engaging with current experts, managing experts’ statuses, share appropriate comms and product info, help preparing annual events for community experts

● Checking quality of localization of webmaster content to be published on relevant local channels (Blogger, Twitter)

● Develop technical expertise, and be a genuine, credible, and utterly charming ambassador to the Webmaster community

● Troubleshoot community experts’ escalations and issues qualifying for direct support.

● Proactively monitor community to identify trending issues or threads suitable for direct support.

● Identify top user issues and relevant insights for your market and communicate those to the regional PSM.

● Perform user feedback deep dive on specific market/language upon request.

● Be accountable for individual performance

● Be involved and offer suggestions on possible future team improvements

● Work closely with the other team members to meet client goals

● Responsible for other activities assigned by the direct Manager

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About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.


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