Overview

• 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: Windows and macOS systems; User account and password issues; Email/Outlook, VPN, and collaboration tools; Hardware and peripheral devices; Network connectivity (basic).
• 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.