IT Helpdesk

  • 职位地点: 大连
  • 工作经验: 三年
  • 学历要求: 本科
  • 外语语种: 英语
  • 外语水平: 熟练
  • 截至日期: 2018-09-07

岗位职责

1.To promptly answer incoming calls to the Service Desk for user services;
2.To manage problems which affect a number of Users and escalate the issues as required;
3.To change User Passwords on a number of platforms;
4.To develop IT skills and become proficient in offering first line support for MS Windows, Telecommunications and a number of other IS areas and IS platforms;
5.To remotely access users desktops to resolve problems and show Users how to resolve issues for themselves;
6.Manipulation of statistical information to provide monthly reports on the development of the Customer Services;
7.To understand the content of each business unit SLA, key processing times, escalation points and contacts;
8.To get used to an internally developed incident management system called Service-Now (Service/Incident request and Change Environment) and take the following associated responsibilities:
1)Take ownership of all tickets raised and ensure that they are dealt with in a timely fashion, meeting the expectation of the customers;
2)Daily, Weekly, Monthly reporting on tickets raised, whether open or closed and update information;
3)To arrange for various types of set-ups for new starters/leavers, move, etc. in line with Standard Access Definitions;
4)To assist users in coordinating their requests and routing their access requests to appropriate support team (closely coordinate with those Asia - IT security and Asia Information Security);
5)To assist raising a request to create or change groups in Service-Now by Access Central;
6)To maintain documentation associated with Service Desk processes;
7)Any other tasks assigned by your line manager.

岗位要求

1.English speaking/writing skill is mandatory;
2.Experience of MS Windows 7 and Windows 10;
3.Excellent telephone communication skills;
4.Ability to multi-task and prioritise workload when all issues are urgent;
5.Proven team player with strong interpersonal skills;
6.Problem determination & resolution skills;
7.Good knowledge on MS Office suite ranging from MS Office 2010/2016 to MS Office 365;
8.Experience as a Service desk at large site / multiple server and application environment and/or finance / banking / insurance industry is an advantage.

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