北京招聘

The Role

The Service Desk Analyst will work within finance and operations division and responsible for providing IT support to George Institute China.

More specifically the Service Desk Analyst provides desktop and laptop support, including network and server support and troubleshooting for internal staff via various methods, including phone, email and in-person. The Service Desk Analyst is also responsible for the day to day operation of the Service Desk.

The Service Desk Analyst will need to escalate un-resolved or out of skill tasks to the second tier support vendor of choice.

Reporting Relationships

The Service Desk Analyst is to report the Director, Finance & Operations.

Duties and Key Responsibilities

• Responsible for providing technical support to internal staff
• Responsible for ensuring that all issues raised are entered, tracked, monitored and resolved using the centralised helpdesk ticketing software.
• Responsible for the procurement and configuration of all computer hardware and software.
• Responsible for escalating and managing the responses and response times to and from the third party services provider of choice.
• Assist in the resolution of IT problems by liaising with the global service desk.
• Follow and adhere to Information technology Policies and Procedures
• Participate in network and server administration tasks where required
• Liaise with third party vendors and suppliers as required
• Participate in projects that will provide continuous improvement to processes, tools, systems and documentation
• Contribute to the on-call and after hours support service
• Any other accountabilities as agreed with Manager

As a Team Member:

• Participate in team meetings and activities
• Participate in objective setting, performance management
• Participate in special projects to improve processes, tools, systems and organisation

Occupational Health and Safety

• Comply with OH&S legislation and operate in accordance with established OH&S practice and procedures at the George Institute
• Promote and contribute to a safe, secure environment for staff and visitors

Skills, Knowledge and Experience

• Three or more years’ experience in the Information Technology Industry
• Preferably have a tertiary qualification in Computer Sciences or a related field
• Must be able to communicate in English
• PC and laptop Hardware Skills, Basic networking skills and knowledge
• Experience in Windows systems administration
• Extensive knowledge of Microsoft operating systems and applications
• Ability to communicate with staff at all levels of the organisation.
• Ability to work effectively on own and in a small team environment
• Excellent organisation and time management skills
• Excellent written and verbal communication skills
• Excellent customer service and support skills
• Excellent problem solving and troubleshooting skills
• Adaptability and flexibility to handle ambiguous conditions and changing priorities
• Ability to work in a range of settings including autonomously, with a wide range of stakeholders and in small work groups
• Experience on office automation development is preferred

The George Institute China is a medical research institute, and a wholly-owned foreign enterprise, that was established as an affiliated partner with Peking University Health Science Centre in March 2007, whose registered name is Beijing George Medical Research Co. Ltd. The aim of the Institute is to promote high quality medical research through the conduct of randomised controlled trials and epidemiological studies with various government and non-government partners for the purpose of providing evidence-based approaches to improve the health of Chinese people.
George Clinical is the clinical research delivery arm of the George Institute and manages phase I to phase IV clinical studies for both commercial and medical research organisations. George Clinical is recognized as a leading Clinical Research Organisation (CRO) bringing together medical and scientific expertise in the clinical trials area. George Clinical China is a wholly owned foreign enterprise and trades under the name George (Beijing) Clinical Research Co. Ltd.