Hybrid Service Desk Engineer

at Human8

• Job title: Service Desk Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, SQL
• Location requirements: Hybrid, Shanghai, China

About the role

• Service Desk Engineer providing platform support and quality assurance. Coordinating technical assistance and managing China specific product subscriptions in Shanghai.

Responsibilities

• 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)