北京招聘

Job Description for Japanese Helpdesk Support

Roles & Responsibilities

* Participate in the delivery of the Computer Support Service Catalogue, and ensure agreed service levels are met.

* Maintain service to the business according to business needs.

* Participate in the processes for system recovery and security patching within the Arysta environment.

* Interface with other resolver groups/suppliers in order to assist in providing solutions.

* Ensure our customers remain up to date and informed on issues and initiatives relating to the areas of accountability outlined above.

* Develop and maintain relationships with computing services professionals throughout the pharmaceutical and biotechnology industries in order to keep abreast of developments and innovations.

* Maintain accurate inventory of systems.

* Understand and adhere to GxP, GLS and GMP compliance activities where required.

* Provide change management coordination in alignment with service model.

* Receiving end user request through ticketing tool.

* Provide resolutions if under scope else assist User in providing E2E assistance in case if the issue is out of Scope.

* Ticket creation/Categorization / Prioritization.

* Ticket escalation to respective Support Group.

* Incident resolution and recovery.

* Ticket Closure.

Experience

1-5 years experience in Wintel technology (Candidates earlier worked in technical support with good OS knowledge is a must).

Technical Skill

* Strong knowledge on Desk top / laptop hardware ( Intel /Dell/ HP/ IBM).

* Good knowledge on flavors of OS ( Windows/ Unix / Linux).

* Good knowledge on problem solving approaches.

* MCP / MCSE qualified engineer.

* Understanding the daily operation and delivery processes.

* Basic Application / software installation and trouble shooting.

* Very strong on Hand on experience ( h/w & O/S).

* Focus on delivering results.

Mandatory Skills

* Japanese, Mandarin & English skill Verbal and written.

* Knowledge/exposure on ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc.

* Good communication skills and customer management experience.

* Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision.

* Willing to accommodate occasional off-hours work.

* Troubleshooting skills on desktop.

* Thorough Knowledge on active directory, domain controllers etc.

* Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc).

* Troubleshooting skills on VPN connectivity, dial up , wireless routers.

* Exposure to password reset tools.

* Troubleshooting experience using remote control tools.

* Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

Desired Skills

* Solid interpersonal and communication skills, ability to interact effectively with both technical and managerial audiences.

* Clear and strong customer focus and relationship.

* Good Analytical & Coordination skills are essential.

* Strong work ethic, combined with ability to work independently.

* Good interpersonal and communication skills.

* Flexibility and ability to prioritise competing demands.

* Must be flexible and able to accommodate occasional off-hours work.

* Ability to perform in adverse situations.

Management Skills

* Skills in written and verbal communication.

* Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution.

ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.

高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。