Service Desk Support

Requirements

· Provide first-level IT support to Korean-speaking users via phone, email, chat, and ticketing systems.

· Log, classify, prioritize, and track incidents and service requests in the ITSM tool (e.g., ServiceNow).

· Troubleshoot common issues related to:

o Windows and macOS systems

o User account and password issues

o Email/Outlook, VPN, and collaboration tools

o Hardware and peripheral devices

o Network connectivity (basic)

Incident & Request Management

· Perform initial diagnosis and resolve issues where possible; escalate to L2/L3 support when required.

· Follow standard operating procedures, knowledge articles, and escalation workflows.

· Ensure timely updates and communication with end users.

Customer Experience

· Deliver a highly professional and empathetic service experience to Korean-speaking stakeholders.

· Maintain strong service quality, adherence to SLAs, and contribute to continuous service improvement.

On-Site Support Coordination

· Collaborate with onsite teams to facilitate physical troubleshooting when needed.

· Assist in coordination of hardware replacements, equipment handover, and device setup.

Required Qualifications & Skills

Language Skills

· Native-level fluency in Korean (spoken and written) — mandatory.

· Strong English communication skills — both verbal and written.

Technical Skills

· Experience in IT Service Desk or Helpdesk support role (1–3 years preferred).

· Good understanding of:

o Windows OS, macOS

o Office 365 environment

o Basic network troubleshooting

o Remote support tools

Professional Skills

· Excellent problem-solving abilities with a customer-first mindset.

· Ability to work independently on-site while coordinating with remote teams.

· Strong documentation and ticket management discipline.

Preferred Qualifications

· Experience supporting Korean multinational companies or Korean user communities.

· Familiarity with ServiceNow or similar ITSM platforms.

· ITIL Foundation certification is a plus.

Working Hours

· customer-defined shift schedule Korean time

· Flexibility required for urgent support or escalations.