Service Desk Analyst - English and Chinese in Târgu Mureş

Responsibilities First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging or any other agreed channel Monitor Customer infrastructure alerts using specific tools Log and classify each incident or request using Service Management tools Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfillment Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level Keep Customer updated on agreed intervals, based on Service Level Agreements Provide details on cause, resolution or steps using non-jargon terms Act as an interface between Customers and Endava support teams Qualifications and Experience Advanced English and Chinese skills - mandatory Passionate about technology, even if you don’t have previous experience in IT Strong problem solving and communication skills Open to working with demanding customers and deliver to tight deadlines Adaptable and good team player