Infrastructure Service Desk
大连天立软件有限公司
- 公司规模：150-500人
- 公司性质：民营公司
- 公司行业：计算机软件
职位信息
- 发布日期：2016-10-04
- 工作地点：大连
- 招聘人数：若干人
- 学历要求：本科
- 语言要求：日语 精通 英语 精通
- 职位月薪：10000-14999/月
- 职位类别：网络管理(Helpdesk)
职位描述
职位描述：
Your key accountabilities
？ To promptly answer incoming calls to the Service Desk for user services
？ To manage problems which affect a number of Users and escalate the issues as required
？ To change User Passwords on a number of platforms
？ To develop IT skills and become proficient in offering first line support for MS Windows, Telecommunications and a number of other IS areas and IS platforms
？ To remotely access Users desktops to resolve problems using “Altiris” and show Users how to resolve issues for themselves
？ Manipulation of statistical information to provide monthly reports on the development of the Customer Services
？ To understand the content of each business unit SLA, key processing times, escalation points and contacts
？ To get used to an internally developed incident management system called Service-Now (Service/Incident request and Change Environment) and take the following associated responsibilities:
o Take ownership of all tickets raised and ensure that they are dealt with in a timely fashion, meeting the expectation of the customers.
o Daily, Weekly, Monthly reporting on tickets raised, whether open or closed and update information
？ To arrange for various types of set-ups for new starters/leavers, move, etc. in line with Standard Access Definitions.
？ To assist users in coordinating their requests and routing their access requests to appropriate support team (closely coordinate with those Asia - IT security and Asia Information Security)
？ To assist raising a request to create or change groups in Service-Now by Access Central
？ To maintain documentation associated with Service Desk processes
？ Any other tasks assigned by your line manager
Your skills and experience
? Japanese speaking/writing skill is mandatory and English language skills would be an advantage
? Experience of MS Windows 7 or Windows XP
? Excellent telephone communication skills
? Ability to multi-task and prioritise workload when all issues are urgent
? Proven team player with strong interpersonal skills
? Problem determination & resolution skills
? Good understanding of MS Office2003/2010 (Outlook, Word, Excel, PowerPoint, Access)
? Experience as a Service desk at large site / multiple server and application environment and/or finance / banking / insurance industry is an advantage
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Your key accountabilities
？ To promptly answer incoming calls to the Service Desk for user services
？ To manage problems which affect a number of Users and escalate the issues as required
？ To change User Passwords on a number of platforms
？ To develop IT skills and become proficient in offering first line support for MS Windows, Telecommunications and a number of other IS areas and IS platforms
？ To remotely access Users desktops to resolve problems using “Altiris” and show Users how to resolve issues for themselves
？ Manipulation of statistical information to provide monthly reports on the development of the Customer Services
？ To understand the content of each business unit SLA, key processing times, escalation points and contacts
？ To get used to an internally developed incident management system called Service-Now (Service/Incident request and Change Environment) and take the following associated responsibilities:
o Take ownership of all tickets raised and ensure that they are dealt with in a timely fashion, meeting the expectation of the customers.
o Daily, Weekly, Monthly reporting on tickets raised, whether open or closed and update information
？ To arrange for various types of set-ups for new starters/leavers, move, etc. in line with Standard Access Definitions.
？ To assist users in coordinating their requests and routing their access requests to appropriate support team (closely coordinate with those Asia - IT security and Asia Information Security)
？ To assist raising a request to create or change groups in Service-Now by Access Central
？ To maintain documentation associated with Service Desk processes
？ Any other tasks assigned by your line manager
Your skills and experience
? Japanese speaking/writing skill is mandatory and English language skills would be an advantage
? Experience of MS Windows 7 or Windows XP
? Excellent telephone communication skills
? Ability to multi-task and prioritise workload when all issues are urgent
? Proven team player with strong interpersonal skills
? Problem determination & resolution skills
? Good understanding of MS Office2003/2010 (Outlook, Word, Excel, PowerPoint, Access)
? Experience as a Service desk at large site / multiple server and application environment and/or finance / banking / insurance industry is an advantage
职能类别： 网络管理(Helpdesk)
关键字： Infrastructure 网络 信息安全
公司介绍
天立集团是中国领先的专业IT服务商，员工总人数超过500人。天立集团总部位于深圳，在大连、上海、武汉、成都都设有分支机构。大连天立软件有限公司和大连天立人力资源有限公司是天立集团在大连的分支机构。天立软件有着经验丰富的的管理团队，强大的技术和资源管理系统。对行业的深入了解、优秀的人才储备以及良好的客户关系，奠定了大连天立软件在本地服务市场的优势地位。天立软件专注于为金融服务、石油电力、电信、物流、交通等行业提供IT服务，使telisoft成为行业优秀的IT解决方案和服务供应商。