Qualcomm Service Desk Associate Level Taipei 

Taiwan, Taipei, Taipei 

2866160

Job Area:

Information Technology Group, Information Technology Group > IT Support Analyst

Responsibilities

• Provide remote support via phone, e-mail and IM and leverage remote control software, if needed, to diagnose and resolve users issue.

• Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, emails, service requests

• Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution

• Document all call information that pertains to the incident and this includes troubleshooting steps, provide closed notes, escalation notes.

• Collaborate with peers, management, and various escalation groups to troubleshoot and resolve customer issues

• Provide feedback regarding knowledge base articles and procedures

• Assist in pre-deployment testing for enterprise-wide product releases Analyst needs to be aware of Call Queues, Email queues, work related email and the overall status of the department.

• Utilize mail lists and group chats to keep informed of outages, issues and policy changes

Minimum Qualifications:

• High School Diploma or equivalent.

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs.

Basic Qualifications

• Excellent communication skills in both English and Mandarin and good customer service orientation required.

• Minimum 1 year help-desk support experience with computer hardware, software, and networks preferred

• Customer service, technical training and/or industry standard certifications preferred.

• Associates, technical or bachelors degree in IT related field preferred.

Education Requirements

Associate degree/ Bachelor degree with Business Administration or Computer/ Network

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.