An integral part of the IT team, and under the supervision of China Support Team Lead, this role is user-centric, technical, and will require self-discipline. The role of IT Senior Helpdesk will have an emphasis on maintaining company systems, updating policies, and troubleshooting issues.

Duties and Responsibilities

  • Solicits regular feedback from the field to ensure there are no gaps in communication between IT and the businessResponds to help desk tickets, telephone calls, emails and personnel requests for technical support
  • Documents, tracks and monitors all help desk interactions to ensure a timely resolution and maintains thorough communication with the user until the help desk request can be closed
  • Demonstrates strong knowledge of commonly-used concepts, practices, and procedures within IT industry standards and corporate help desk procedures.
  • Uses strong analytical skills to diagnose problems (hardware, software, network, sys-admin etc.) and determines appropriate solutions
  • Researches questions using pre-documented instructions and SOPs to perform the functions of the job and quickly escalates problems that require urgent attention
  • Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals and stays current with system information, changes and updates
  • Maintains accurate hardware and software inventory


  • IT related degree
  • At least 2 years of work experience in an IT field
  • High-level of problem-solving skills
  • Strong interpersonal and collaborative skills
  • Good verbal and written communication skills
  • Knowledge in Linux, Python script, Windows 10, Office365, Exchange is a plus
  • Intermediate+ level of English


Social Insurance and Housing Fund, Annual Leave, thirteenth salary, Medical Check-up, Free shuttle

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