北京招聘

优利上海信息技术有限公司成立于2006年2月，是由美国优利系统公司投资620万美金成立的独资公司。美国优利系统公司距今已有百年多历史。她是全球最大的信息方案提供商之一，在全球100多个国家和地区提供针对不同行业的最佳解决方案。

作为全球前十大IT服务外包供应商，优利上海信息技术中心将整合优利全球行业解决方案和卓越的服务执行力上的优势，为优利全球的客户提供高质量具竞争力的IT离岸外包服务，协助达成其预期的业务目标。其提供的服务将涵括业务流程外包服务，IT外包服务（包括数据中心管理），以及软件开发外包服务。在未来的五年内，优利上海信息技术有限公司将在中国设立2-3个服务中心，员工规模也将超过一千人。

这个职位在深圳龙岗，进驻到客户端办公，根据协议的工作范围给予协议的产品、商务解决方案的支持，提供客户及其供应商点对点的必要规定的技术支持服务。能够进行有效的软件/硬件诊断设备，在有复杂的技术难题需要处理时候，能够提供专业的意见和合适的建议。并能了解客户的争议需求所在，处理好问题并维护与客户的信赖关系。

主要职责：

硬件支持/软件支持：

· 支持以及处理客户在相应环境中的PC硬件，配置和操作系统的问题。

· 根据要求对于区域内的所有员工提供技术支持（标准-咨询台日志，紧急-直接联系）。

· 使用客户认可的IT技术解决方式和应用展示来协助客户。

流程改善：

· 提供不间断的支持以确保客户操作的流畅和有效，最大化客户的满意度和潜在增长的实现。

· 通过适当的设备测试以及诊断帮助来确定设备损坏的原因，并能实行补救措施去最小化系统破坏造成的影响或者耽误的时间。

· 能够按照维护日程计划进行产品常规或者性能连接的维护，以此来最小化错误发生和客户损坏。

服务电话的职责：

· 电话管理：在电话沟通过程中，确保对客户和服务台的通话执行完整，并且电话能够即使得到更新。

· 升级：确保流程升级能够保持及时。

· 电话记录：挂电话时确保所有电话能够准确记录。

· 电话终止：确保客户同意电话结束或者对解决办法满意后方可挂电话。

· PC配件处理：根据逻辑章程进行保修或者维护。

任职资格：

· MCDST，MCSE证书。

· 具有客户服务或者帮助台环境工作经验。

· 具有大批量电话沟通工作经验。

· 具有协助大规模的人员工作经验。

· 具有微软系列产品经验优先。

技能和任职资格：

· 软件-证书/对以下产品的认识：Microsoft Office (particularly Word / Excel), Microsoft Outlook, Microsoft Windows 7

· 硬件-证书/对以下OEM产品的认识：Hewlett Packard and Dell

个人职业资格：

· 有较好的沟通能力（书写和口语），有较好的决策能力，良好的团队合作能力，及较好的解决问题能力。

· 自律，诚实，适应能力，恪守承诺，并具有创新精神和主动性。

· 能够专注于客户需求，并推动事情发生，要能够服务于各类客户的处理能力（VIP,有经验用户，初学者）。

语言：

· 具有良好的中文表达能力

· 掌握一定的英语沟通能力（书面）

As a global IT services company, our employees are empowered in their creativity, technical excellence & tenacity to satisfy our customers. That's why we are committed to attracting, developing & retaining exceptional talent in the industry.

This role, based in Shenzhen-Longgang, will be responsible for provides end to end service delivery through the provision of technical support to client personnel and its vendors. Further responsibilities include:

Support the agreed products, business solutions or business situations as outlined in the “scope of work” agreement (Service Catalog). Provides specialist advice and appropriate recommendations in resolving complex IT issues while demonstrating effective use of software/hardware diagnostic facilities. Seeks to understand the customer issues while maintaining customer trust and managing the customer’s exception.

Other Key Responsibilities include:

Hardware Support /Software support

· Support and resolution of client PC hardware, configuration and operating system issues in the Field environment.

· On demand break/fix technical support to district personnel (Standard - via Help Desk log, Emergency - direct contact).

· Assist with approved IT Technology Solutions and application rollouts.

Process Improvements:

Ongoing support to ensure smooth and efficient customer operations, maximize customer satisfaction and realize growth potential at the agreed locations by:

· Identifying causes of equipment breakdown using appropriate test equipment and diagnostic aids, and application of remedial action to minimize impact or breakdown time of system or unit

· Undertaking routine or performance linke8d maintenance on products and equipment in accordance with maintenance schedules, in order to minimize fault occurrence and disruption to customers

Service Calls responsibilities:

· Call management: to ensure communications are carried out to the customer & Service Desk throughout the life cycle of a call. That the call is also updated at all times.

· Escalation: To ensure escalation procedures are adhered to in a timely manner.

· Call Coding: That the HST will ensure all calls are coded with accuracy on closing the call.

· Call Closure: The HST has responsibility to ensure that the client is in agreement that their call is complete & they are happy with the resolution before closing the call.

· PC Component handling: to follow logistics procedure for warranty & parts maintenance.

Service Calls responsibilities:

· Call management: to ensure communications are carried out to the customer & Service Desk throughout the life cycle of a call. That the call is also updated at all times.

· Escalation: To ensure escalation procedures are adhered to in a timely manner.

· Call Coding: That the HST will ensure all calls are coded with accuracy on closing the call.

· Call Closure: The HST has responsibility to ensure that the client is in agreement that their call is complete & they are happy with the resolution before closing the call.

· PC Component handling: to follow logistics procedure for warranty & parts maintenance.

Skills/Experience Required:

Essential:

· Certifications for MCDST, MCSE

· Previous experience working in a customer service or Helpdesk environment

· Previous experience dealing with high volume of telephone based work

· Previous experience in coordinating a large field force

Desirable:

· Experience on the Microsoft organization

Technical / Functional:

· Software - Certification / Knowledge in the following products: Microsoft Office (particularly Word / Excel), Microsoft Outlook, Microsoft Windows 7

· Hardware - Certification / Knowledge in the following OEMs products: Hewlett Packard, Toshiba and Dell

Language:

· Required: Ability to speak native language of their supported country.

· Required: Must possess excellent written English language skills.

Do you have what it takes to be mission critical? Apply now via the online link.

To learn more about Unisys visit our website at www.unisys.com

优利上海信息技术有限公司成立于2006年2月，是由美国优利系统公司投资620万美金成立的独资公司。美国优利系统公司距今已有百年多历史。是全球的信息方案提供商之一，在全球100多个国家和地区提供针对不同行业的解决方案。

作为全球前十大it服务外包供应商，优利上海信息技术中心将整合优利全球行业解决方案和卓越的服务执行力上的优势，为优利全球的客户提供高质量具竞争力的it离岸外包服务，协助达成其预期的业务目标。其提供的服务将涵括业务流程外包服务，it外包服务（包括数据中心管理），以及软件开发外包服务。在未来的五年内，优利上海信息技术有限公司将在中国设立2-3个服务中心，员工规模也将超过一千人。

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing.
For more information on how Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets, visit www.unisys.com.