北京招聘

The Grundfos Global IS Service Desk cover 24 x 7 (24 x 5) IT Service and Support. For covering the 3 time zones Grundfos IS has established Service Desk in Americas, Asia and in Emea, Denmark. That means that all IS Support Specialist are working in the daytime.



The Global Service Desk is the single point of contact regarding all IT incidents, service requests and request for changes. The Grundfos IS Support Specialist is responsible for first line support on all incidents, service requests, and request for Standard Changes in Grundfos IS - covering both hardware and software.



The Grundfos IS Support Specialist's primary task is to solve and co-ordinate issues in cooperation with the Danish, Hungarian and American part of the Global Service Desk. The IS Specialist have to ensure that all issues from the end users are registered in the Service Management system according to the decided incidents management process and procedures and of course ensure that Grundfos IS lives up to the agreed Service Level Agreements.



In regards to handling incidents the IS Support Specialist has to ensure that the end user as quickly as possible will be able to fill out his/her normal function again.


The IS Support Specialist is responsible for:

o Ensuring recording, resolving and tracking of all incidents, service requests and change requests.

o Ensuring that the phone is always answered according to the service level agreement.

o Informing and escalating to relevant 2nd level parties.

o Following up on resolved/unresolved incidents with the 2nd level organisation.



The IS Support Specialist will perform these main activities:

Handling incidents, service requests and standard changes according to the standard defined ITIL processes.

Ensuring that the phone is answered during opening time.

Ensuring assessment of all critical incidents and escalate these and/or hand over to the other Service Desks at the end of daytime.

Preparing & distributing relevant information regarding the IT status.




These personal characteristics are associated with this role:

Understanding, empathetic and service minded

Discipline

Great sense of humour

Patient

A good team player

Structured

Energetic

Persistent




The main working partners for the IS Support Specialist are:

The Global Service Desks in the 3 time zones

Grundfos IS Global Support organization incl. On Site Supporters

Global IS Support Manager.

IS Departmental 2nd level organizations.

Third parties vendors



The IS Support Specialist refers to

The Regional Manager organizational.

The Team Lead Service Coordinator in the centre functional.



The IS Support Specialist need great experience in:

Notes set up - Notes mail/calendar and Notes databases

Knowledge about SAP Authorisation will be preferable

Using a Service Management System e.g. Remedy

Great knowledge in MS OS systems (XP, Win7)

Great knowledge in MS Office 2003/2010 products (Word, Excel, Power Point)

Knowledge about the ITIL standard process frame work



It will be appropriate if the IS Support Specialist have experience in:

Grundfos IS Set up

Grundfos IS Procedures

Grundfos IS Production Systems

Grundfos IS Support Tools

The Grundfos SAP System



The IS Support Specialist

Close to perfect in Chinese writing and talking and

Close to perfect in English writing and talking

Korean and/or Japanese writing and talking

The Grundfos Group
Grundfos is the world’s leading manufacturer of energy efficiency and intelligent water solutions with an annual production of 17 million units, offices in more than 55 countries and over 19,000 employees worldwide. Our purpose is to pioneer solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do. We believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.

Grundfos China
Grundfos China officially starts in 1995, has established 1 holding company, 2 sales companies (Shanghai and Chongqing), 2 concept stores, 22 offices, 2 production operations, Hong Kong SAR and one technical center. Employing the staff of around 1,600 and generating annual sales exceeding 3.2 billion RMB in 2018, as products are widely used in industry, building service and water utility.