GIS Service Desk Analyst-6 months contractor
易络盟电子（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：电子技术/半导体/集成电路
职位信息
- 发布日期：2012-11-09
- 工作地点：上海
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：本科
- 语言要求：英语熟练
普通话熟练 - 职位月薪：8000-9999
- 职位类别：Helpdesk 技术支持 信息技术专员
职位描述
Reporting to: GIS Global Service Desk Manager
Department / Function/Business Unit: GIS Service Management function
Job Purpose:
? Provide timely support to all customers who contact the GIS Service Desk for assistance.
? Log, Allocate and Track all customer calls.
? Communicate planned and unplanned system outages in a timely fashion.
? Develop excellent on-going relationships with Customers.
? Ensure that accurate, appropriate IT User Security and IT Asset Information is maintained.
Principal Accountabilities (not definitive)
? Ensure all calls are Logged, Allocated and Tracked
? Encourage the APAC region specifically to log tickets with the Service Desk
? Escalate all calls as required
? Manage any priority 1 and priority 2 tickets raised
? Monitor tickets against SLA's & operational KPI's, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
? Maintain accurate and up to date information for Live Support Issues, IT User Security and IT Asset Information, administering user profiles wherever appropriate/practical
? Build and maintain excellent working relationships with Customers, GIS staff and vendors.
? Assume ownership for calls with the Service Desk and be proactive in resolving problems.
? Escalate calls when needed, calling on call engineers where required.
? Provide timely warnings to impacted customers of any required System Outages
? Create documentation for internal and external processes, FAQ's, usage guides and help sheets for end users
? Performing routine checks and activities to ensure the continued operation of the systems.
Key Challenges & Success Measures
? 24x7 support as required.
? Support a global environment with multi-national customers in diverse locations
? Maintaining professional, effective service at all times and in particular during major incidents
? Using negotiation and influencing skills to get things done where a direct reporting relationship does not exist
? Ensuring that Service Center processes are well understood, evolved and adhered to across the Group
? The APAC region has not had a Service Desk historically so are not used to logging calls via this route
Skills, Know How and experience
Must Have's
? Minimum 1 year experience working within an enterprise IT department
? Additional language skills, both written and verbal in Manderin is essential.
? Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills
? Ability to prioritise own workload and manage time effectively according to Business needs.
? Ability to analyse problems and incidents and effectively prioritise according to Business impacts
? Ability to work calmly and effectively in potentially business critical situations (e.g. co-ordinating communication for major incidents)
? Knowledge of Windows Operating Systems and Microsoft Office application
Job Dimensions: Due to the global nature of Premier Farnell, as well as the drive to 70% of our business through the web, system outages have a considerable impact on income, service levels and customer confidence within the Premier Farnell group.
The Premier Farnell business is therefore extremely reliant on the support services provided by the GIS Service Centre. It is imperative that an efficient and reliable service is provided to the approximately 4000 business customers.
Reporting to GIS Global Service Desk Manager.
Key working relationships: APAC Business Unit, GIS Service Management team, and GIS Technical Support Teams.
Sites - Based in Leeds providing day-to-day IT Service Desk service primarily across 750 APAC users as well as users from other regions raising tickets during the working time
People Reporting -None.
Travel - Infrequent travel to other Premier Farnell sites.
Department / Function/Business Unit: GIS Service Management function
Job Purpose:
? Provide timely support to all customers who contact the GIS Service Desk for assistance.
? Log, Allocate and Track all customer calls.
? Communicate planned and unplanned system outages in a timely fashion.
? Develop excellent on-going relationships with Customers.
? Ensure that accurate, appropriate IT User Security and IT Asset Information is maintained.
Principal Accountabilities (not definitive)
? Ensure all calls are Logged, Allocated and Tracked
? Encourage the APAC region specifically to log tickets with the Service Desk
? Escalate all calls as required
? Manage any priority 1 and priority 2 tickets raised
? Monitor tickets against SLA's & operational KPI's, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
? Maintain accurate and up to date information for Live Support Issues, IT User Security and IT Asset Information, administering user profiles wherever appropriate/practical
? Build and maintain excellent working relationships with Customers, GIS staff and vendors.
? Assume ownership for calls with the Service Desk and be proactive in resolving problems.
? Escalate calls when needed, calling on call engineers where required.
? Provide timely warnings to impacted customers of any required System Outages
? Create documentation for internal and external processes, FAQ's, usage guides and help sheets for end users
? Performing routine checks and activities to ensure the continued operation of the systems.
Key Challenges & Success Measures
? 24x7 support as required.
? Support a global environment with multi-national customers in diverse locations
? Maintaining professional, effective service at all times and in particular during major incidents
? Using negotiation and influencing skills to get things done where a direct reporting relationship does not exist
? Ensuring that Service Center processes are well understood, evolved and adhered to across the Group
? The APAC region has not had a Service Desk historically so are not used to logging calls via this route
Skills, Know How and experience
Must Have's
? Minimum 1 year experience working within an enterprise IT department
? Additional language skills, both written and verbal in Manderin is essential.
? Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills
? Ability to prioritise own workload and manage time effectively according to Business needs.
? Ability to analyse problems and incidents and effectively prioritise according to Business impacts
? Ability to work calmly and effectively in potentially business critical situations (e.g. co-ordinating communication for major incidents)
? Knowledge of Windows Operating Systems and Microsoft Office application
Job Dimensions: Due to the global nature of Premier Farnell, as well as the drive to 70% of our business through the web, system outages have a considerable impact on income, service levels and customer confidence within the Premier Farnell group.
The Premier Farnell business is therefore extremely reliant on the support services provided by the GIS Service Centre. It is imperative that an efficient and reliable service is provided to the approximately 4000 business customers.
Reporting to GIS Global Service Desk Manager.
Key working relationships: APAC Business Unit, GIS Service Management team, and GIS Technical Support Teams.
Sites - Based in Leeds providing day-to-day IT Service Desk service primarily across 750 APAC users as well as users from other regions raising tickets during the working time
People Reporting -None.
Travel - Infrequent travel to other Premier Farnell sites.
公司介绍
易络盟电子（中国）有限公司
eluomeng Electronics (China) Co., Ltd.
e络盟隶属于 Premier Farnell 集团。Premier Farnell是全球电子元器件与开发服务分销商，致力于科技产品和电子系统设计、生产、维护与修理解决方案的高质量服务分销已逾80年。
Premier Farnell隶属于安富利集团 (NYSE:AVT) 旗下电子元器件营销业务 - 安富利电子元件 (Avnet Electronics Marketing)。Premier Farnell在欧洲经营 Farnell element14 品牌，北美经营 Newark element14品牌，在亚太地区经营e络盟品牌，是全球3,500多家知名品牌授权分销商，其广泛产品库存可以满足各地区创新客户的需求。
作为专业的“电子元器件与开发服务分销商”，Premier Farnell凭借丰富的业界经验向电子爱好者、设计工程师、维修工程师和采购人员等广泛客户群提供强有力支持，同时与国际一流品牌和初创企业展开积极合作共同开发高新产品并推向市场。公司还大力支持推动行业的发展以期培养出优秀的当代和下一代工程师。
易络盟电子（中国）有限公司
地址： 中国上海市长宁区古北路666号嘉麒大厦3楼
eluomeng Electronics (China) Co., Ltd.
e络盟隶属于 Premier Farnell 集团。Premier Farnell是全球电子元器件与开发服务分销商，致力于科技产品和电子系统设计、生产、维护与修理解决方案的高质量服务分销已逾80年。
Premier Farnell隶属于安富利集团 (NYSE:AVT) 旗下电子元器件营销业务 - 安富利电子元件 (Avnet Electronics Marketing)。Premier Farnell在欧洲经营 Farnell element14 品牌，北美经营 Newark element14品牌，在亚太地区经营e络盟品牌，是全球3,500多家知名品牌授权分销商，其广泛产品库存可以满足各地区创新客户的需求。
作为专业的“电子元器件与开发服务分销商”，Premier Farnell凭借丰富的业界经验向电子爱好者、设计工程师、维修工程师和采购人员等广泛客户群提供强有力支持，同时与国际一流品牌和初创企业展开积极合作共同开发高新产品并推向市场。公司还大力支持推动行业的发展以期培养出优秀的当代和下一代工程师。
易络盟电子（中国）有限公司
地址： 中国上海市长宁区古北路666号嘉麒大厦3楼
联系方式
- Email：recruitment@premierelectronics.com.cn
- 公司地址：地址： 中国上海市长宁区古北路666号嘉麒大厦3楼