Senior Service Desk Specialist, Mandarin

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Endava

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2000

🏢 Enterprise

💰 Post-IPO Debt on 2023-02

Technology • Consulting • Enterprise

Endava is a technology company that partners with clients to drive meaningful change through innovative technological solutions. With over two decades of experience, Endava combines world-class engineering, industry expertise, and a people-centric mindset to transform businesses across various sectors. Specializing in areas such as finance and banking, healthcare, media, and telecommunications, Endava leverages its industry-specific knowledge to create solutions that meet the evolving needs of the market. The company is committed to building trusted partnerships and creating positive impacts for both businesses and people.

📋 Description

• 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

• 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

• 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