Senior Service Desk Specialist (Mandarin)

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

Role Summary

We are looking for an ambitious and customer-focused Endpoint Engineer & Service Operations Coordinator to join our international IT Operations team. This role combines technical expertise in endpoint management with operational coordination responsibilities, ensuring the effective delivery of onsite and remote IT support services across a global environment.

You will act as a technical escalation point, coordinate day-to-day service operations, raise tickets for clients, provide interpretation and support for Mandarin speaking clients, help manage enterprise endpoint technologies, and work closely with clients, engineers, and service desk teams to maintain a secure, reliable, and high-performing IT estate. The successful candidate will demonstrate strong technical capability, excellent communication skills, and a proactive approach to service improvement and automation.

Key Responsibilities

Service Operations & Coordination

• Coordinate scheduled onsite visits and daily operational activities across multiple locations.

• Act as the primary point of contact and technical escalation for remote teams and onsite engineers.

• Manage and prioritise service desk ticket queues, ensuring SLA compliance and timely resolution.

• Work with Mandarin speaking users to help provide support and ticket resolution