北京招聘

职位描述：
Roles & Responsibilities
 1. Receiving end user calls
2. Provide first level resolutions
3. Ticket creation/Categorization / Prioritization
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery
6. Ticket Closure.
Experience (No of years)
 2+ years experience in IT helpdesk
Preference Candidates earlier worked in international contact/call centers in a voice support process is preferred/must
Desired Skills 1. Good communication skills and customer management experience
2. Work experience with Outsources clients or in onsite roles.
3. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
4. Good Analytical & Coordination skills are essential.
5. Basic Customer service skills
6. Basic understanding of Computers and Trouble shooting skills required.
7. Customer service orientation and ability to work in a team
8. Good interpersonal and communication skills
9. Customer service orientation and ability to work in a team
10. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
11. Strong keyboard/typing skills
12. Ability to perform in adverse situations
Technical Skill 1. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
2. Knowledge on VPN connectivity, dial up , wireless routers
3. Knowledge on active directory, domain controllers etc
4. Exposure to password reset tools
5. Troubleshooting experience using remote control tools
6. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Management Skills
 1. Skills in written and verbal communication.
2. Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution
Mandatory Skills
 1. Knowledge/exposure on ticketing tools like Service Now, Remedy, CA helpdesk, ControlF1, Dame Ware, Net meeting, etc
2. Good communication skills in Japanese
3. Basic communication skills in English
4. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
5. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
6. Knowledge on VPN connectivity and basic troubleshooting skills, dial up , wireless routers
7. Knowledge on active directory, domain controllers etc
8. Exposure to password reset tools
9. Troubleshooting experience using remote control tools
10. Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

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。