北京招聘

Objective of job

• Responsible for User Helpdesk management in north region (Beijing & Tianjin);
• Improve User Helpdesk KPI to ensure the service quality and high user satisfaction;
• Setup user support model for R&D, JV & New Co.: define process, ensure service quality, user communication & coordination;
• Lead/participate in IT projects, ensure the projects are completed in time, budget & quality;
• Lead team members to deliver good performance & results;

Qualification required

• Education
• University Degree in Computer Science, or equivalent higher education
• Experience
• More than 5 years working experience in IT service field, experience of helpdesk management, customer oriented
• Good understanding of ITIL methodology and experience of using ITIL to manage IT service operation
• Experience of leading IT projects
• Ability to communicate effectively through written and oral English
• Team player and good interpersonal skill
• Ability to work under high pressure and self-motivated
• Experience of people management skills is preferred
• Specific Knowledge
• Good know-how of standard IT infrastructure and office automation systems
• Good knowledge of ITIL V3, familiar with Service Operation, Service Delivery & Service Desk areas
• ITIL certification is preferred
• PMP certification preferred

Task designation

• User Support Management (UHD North Region) & Knowledge Management
• UHD (User Help Desk) operation management for offices in north region (e.g. Beijing, Tianjin)
• Drive the continuous improvement of UHD KPIs to ensure the service quality, reduce the ticket ratio and achieve high user satisfaction
• Constantly optimize IT processes
• Handle user complaints and escalations
• Do proper user communications
• User Support Model Setup
• Responsible for setting up user support model for R&D, Joint-Venture & New Co., understand the specific requirements from BU on IT OA infrastructure & processes, and establish the IT share service support model
• Define process, implement tools, train helpdesk supporters, handle user communication & coordination
• Efficiently communications with different parties (including BU, service suppliers, regional IT center and HQs)
• Project Management
• Participate / lead IT related projects
• Ensure the project can be done in time, quality and budget
• People Management
• Inspire team members to top performance
• Follow company policy

戴姆勒东北亚投资有限公司位于北京,负责梅赛德斯-奔驰汽车、梅赛德斯-奔驰轻型商用车、戴姆勒载重车和戴姆勒金融服务在中国大陆、香港、台湾和韩国的业务.戴姆勒在东北亚地区进口梅赛德斯-奔驰、迈巴赫和 smart 品牌的汽车,并在中国大陆制造梅赛德斯-奔驰轿车和轻型商用车.在北京,戴姆勒东北亚与北京汽车工业控股有限责任公司成立了合资企业北京奔驰汽车有限公司,生产梅赛德斯-奔驰 E 级和 C 级轿车;在福州,戴姆勒东北亚与福建省汽车工业集团和中华汽车工业股份有限公司成立了合资企业福建戴姆勒汽车工业有限公司,将生产梅赛德斯-奔驰威霆/唯雅诺和凌特轻型商用车.戴姆勒东北亚也正与北汽福田汽车股份有限公司进行洽谈,计划在中国提供中型和重型载重车产品和技术.