Hello All,

Greetings from ZettaMine!!!

– Service Desk Analyst (English & Mandarin)

Location: Bangalore

Years of Experience: 5+ Years

Project-Specific Prerequisite Skills: Service Desk – Mandarin + English

Notice Period: Immediate Joiners

Detailed

- Provide L1 Service Desk support to global users through phone, email, chat, and remote support channels.
- Deliver technical assistance in both English and Mandarin to ensure effective communication with end users.
- Log, categorize, prioritize, and track incidents and service requests using ITSM tools such as ServiceNow.
- Troubleshoot hardware, software, network, printer, VPN, Microsoft Office, and Windows-related issues.
- Perform user account administration, password resets, access management, and Active Directory support.
- Ensure timely resolution of incidents in accordance with defined SLAs and KPIs.
- Escalate unresolved or complex issues to appropriate support teams following established escalation procedures.
- Provide excellent customer service and maintain high customer satisfaction levels.
- Document troubleshooting steps, resolutions, and knowledge articles for future reference.
- Monitor ticket queues and follow up with users until issue closure.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Assist with onboarding and offboarding activities, including account provisioning and deprovisioning.




- Coordinate with infrastructure, application, and network teams to resolve cross-functional issues.
- Participate in shift operations and provide support for global users across different time zones.
- Maintain accurate records of incidents, service requests, and user communications.
- Contribute to continuous service improvement initiatives and process optimization.
- Follow ITIL best practices for Incident, Problem, Change, and Request Management.
- Prepare daily, weekly, and monthly Service Desk reports as required.
- Ensure compliance with organizational security, quality, and operational standards.
- Support knowledge management activities and assist in training team members when required.

Required Skills

- Fluency in spoken and written English and Mandarin.
- Strong communication and customer-handling skills.
- Hands-on experience with ServiceNow or other ITSM tools.
- Knowledge of Windows OS, Microsoft 365, Active Directory, and networking fundamentals.
- Understanding of ITIL processes and service management concepts.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to work in rotational shifts and a rapid-paced support environment.

Interested candidates kindly share your updated CV to [email protected] or WhatsApp to (phone hidden). Thanks & Regards,

Aruna.M

📌 [1TM] Service Desk Analyst (Bengaluru)
🏢 ZettaMine Labs
📍 Bengaluru