Regional Service Desk Engineer

Provide IT (L1) Helpdesk support services to all 3DS users in Asia Pacific (specially in Chinese Mandarin language).
Support frontline Helpdesk IT support services to end users in the Asia Pacific region (specially in Chinese Mandarin language).
Respond to IT incidents and requests via the Incident Management tool, Email, Chat Messaging, APAC RSD Call Center (Telephone) and Walk-In.
Ensure Asia Pacific IT support E2E SLA and OLA KPI are achieved.
Ensure to provide IT support coverage according to the AP RSD team schedule and shifts to cover APAC DS offices and time zones.
Provide quality customer services and ensure user satisfaction.
Provide Chinese Mandarin language to Chinese speaking end users.
Create IT training documentations, knowledge base articles for user self-help.
Provided assistance on PeopleSupport KnowledgeBase Administration, help maintain APAC IT knowledge base articles are up-to-date and promote the usage of PeopleSupport KnowledgeBase.
Provide user IT trainings, promote IT support processes to end users.
Occasionally work on national holidays to cover the Asia Pacific offices where needed. < div>< body>< html>