Service Desk Engineer
Human8
full-time
Posted on:
Location Type: Hybrid
Location: Shanghai • 🇨🇳 China
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSMSQL
About the role
- Act as the escalation point for more complex user or platform issues, coordinating with technical teams when needed
- Follow up on tickets to ensure timely resolution and customer satisfaction
- Monitor and follow up on incidents to ensure timely resolution and a positive user experience
- Identify recurring issues and collaborate with technical teams to define structural improvements
- Contribute to optimizing service processes, documentation, and user guidance materials
- Review service desk performance and identify opportunities to improve efficiency and service quality.
- Learns about the testing methodologies used in the wider organization
- Create test plans and test data for simple work items
- Execute test cases independently
- Document findings and share feedback with relevant teams to help ensure platform reliability and quality
- Create, configure, and manage China specific product subscriptions and accounts
- Serve as the local point of contact for processes requiring Chinese IDs or local platform credentials
- Ensure compliance with Chinese regulations and local data residency requirements
- Support administrative and compliance-related tasks for the Chinese market (e.g. vendor onboarding, platform access, local documentation)
- Good understanding of scrum as an agile framework for web development, including all scrum events & artifacts
- Learns from peers and mentors but challenges them as well
Requirements
- Proficient in English, both written and spoken
- You are familiar with scrum & other agile practices
- You are familiar with online market research methods & tools
- Basic knowledge of web technologies (HTML, CSS) and SQL is a plus
- You have an eye for detail
- You are a technical person; you like to dig into technical challenges independently
- You’re an excellent, proactive communicator
- You're a team player
- You are a true problem solver
- You can empathize with a wide variety of end users
- You are dedicated to provide a great customer experience
- You’re a fast & eager learner
- Helping colleagues and clients who experience platform issues makes you happy
- Degree in IT or relevant experience
- ITIL Foundation or other IT Service Management (ITSM) certifications (optional)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HTMLCSSSQLtesting methodologiestest planstest datatest casesplatform reliabilityservice processescompliance
Soft skills
proactive communicationteam playerproblem solvingempathycustomer experienceattention to detailfast learnerindependent technical challenge resolutioncollaborationmentorship
Certifications
ITIL FoundationIT Service Management (ITSM) certification