L2 Service Desk (Mandarin) | Onsite | Pasay

Work Arrangement: Onsite during probationary period (6months), Hybrid upon regularization (3 days onsite, 2 days WFH) Pasay Office Shifting Schedule Requirements: At least HSK 4 proficiency in Mandarin with certification At least 2 years of experience in Service Desk, IT Support, or Infrastructure Support operations. Responsibilities: Provide technical support via ServiceNow, leveraging knowledge base articles to resolve user issues. Troubleshoot workstation, LAN, and application performance problems. Act as a liaison between L1, L2, and L3 support teams to ensure timely resolution. Maintain and update support documentation and SOPs. Conduct root cause analysis and escalate unresolved issues appropriately. Deliver high-touch support to VIP users with professionalism and discretion.