Team Lead - Mandarin / Cantonese

Team Lead - Mandarin / Cantonese

Cognizant Technology Solutions Asia Pacific Pte. Ltd
5 - 15 Years
Not Specified

Job Description

Candidate Qualification:
• 5+ year of IT Service Desk/Help Desk experience in a 18x7 operations and minimum 2 years as Team Lead role.
• Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.

Core Competencies

• Guide the team on technical side to supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc. ·
• Creatively look for process improvement and standout in terms of quality and cost with its clients keeping strategic view of the goals.
• Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
• HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
• Network connectivity, dial up and wireless systems troubleshooting skills
• Knowledge on active directory, domain controllers, password reset tools, etc.
• Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
• Work experience with Global clients (preferred)
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision · Willing to work in a 24x7 environment
• Understanding Contact/call center metrics
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Other Requirements (Certification, etc.)
• Work experience in supporting IT service desk or support center for retail store employees and corporate support ·
• Good communication skills and customer management experience
• Good Analytical & Coordination skills
• Excellent Customer Service skills · Good understanding of Computers and technical Troubleshooting skills
• Good interpersonal skills · Excellent Soft skills for handling Voice, Email & Chat transactions
• Strong multitasking skills handling voice calls and document records at the same time
• Collaborate with Team Leads in terms of Service Outages
• Excellent knowledge on Windows Operating system
• Good understanding of Microsoft Office suite
• Critical Situation management
• Understanding of Total Case Ownership
Role & Responsibilities:
• Team management
• Handle a Team for calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
• Create & Update Knowledge Document
• Work with L2 team on improving L1/L1.5 Resolution
• Perform approved L2 troubleshooting steps

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 or follow us @Cognizant.

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