Service Desk Analyst

Service Desk Analyst

Cognizant Technology Solutions Asia Pacific Pte. Ltd
Kuala Lumpur
2-7 years
Not Specified

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

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients'​ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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