Senior Service Desk Specialist, Mandarin

Endava

Joining the international IT Operations team as an Endpoint Engineer & Service Operations Coordinator. Resolving technical issues and ensuring effective IT support for Mandarin speaking clients.

Posted 7/1/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

ITSMJamfMacOS

About the role

Key responsibilities & impact

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
Monitor incidents and service requests, performing first-line investigation, diagnosis and appropriate escalation
Ensure accurate ticket logging, documentation and closure within the ITSM platform
Maintain communication with customers and stakeholders throughout the incident lifecycle
Cross-train, mentor and support junior engineers and onsite technicians
Manage and support enterprise endpoint management platforms across Windows and macOS environments
Administer and maintain desktop and server endpoint technologies
Manage software deployment, operating system updates, browser management and patching across a multi-platform estate
Ensure asset lifecycle management and software licensing compliance
Monitor endpoint health, performance and security posture
Identify opportunities to improve infrastructure performance, reliability and user experience
Build strong working relationships with internal stakeholders and external clients

Requirements

What you’ll need

Extensive experience managing enterprise endpoint environments
Strong experience with endpoint management platforms including: Microsoft Intune, Microsoft SCCM (Configuration Manager), Jamf, Workspace ONE / Omnissa SMP (or equivalent endpoint deployment tools)
Experience with endpoint security solutions including: Microsoft Defender, Sophos, McAfee, Ivanti, Tenable, Patch My PC
Strong PowerShell scripting and automation experience
Administration of: Microsoft Entra ID, Active Directory, Group Policy, Microsoft 365
Windows and macOS administration experience
Browser management (Edge, Chrome, Firefox)
Patch management within enterprise environments
Asset lifecycle and software licensing management
Experience using ITSM platforms and Incident Management processes
Power BI reporting experience
Good understanding of ITIL service management principles
Experience coordinating technical teams or service operations
Strong customer service and client relationship management skills
Ability to analyse complex technical issues and drive them through to resolution
Comfortable working in fast-paced operational environments with multiple priorities
Bachelor's degree in Information Technology, Computer Science or a related discipline, or equivalent professional experience
Relevant Microsoft, ITIL or endpoint management certifications are advantageous
Mandatory: Fluent English (written and spoken)
Fluent Mandarin Chinese (written and spoken)

Benefits

Comp & perks

Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus
Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership
Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences
Hybrid work and flexible working hours, employee assistance programme
Global internal wellbeing programme, access to wellbeing apps
Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Endpoint ManagementPowerShell ScriptingWindows AdministrationMacOS AdministrationPatch ManagementAsset Lifecycle ManagementIncident ManagementBrowser ManagementMicrosoft Entra IDActive Directory

Soft Skills

Customer ServiceClient Relationship ManagementMentoringAnalytical SkillsCommunication

Certifications

Microsoft CertificationsITIL CertificationEndpoint Management Certifications