大连招聘

MAJOR RESPONSIBILITIES/DUTIES


· Provide second level technical support to all IT Services staff and EY end users remotely
· Effective call management, maintaining ownership on cases, monitoring / updating and resolving calls in a timely fashion. Escalate unresolved incidents to other support groups, including vendors, to expedite resolution, while providing our customers updates on case progress.
· Monitoring and management of incidents allocated to team via the call management tool. Ensure all requests are prioritised and managed pro-actively according to impact, escalating problems as required. Liaise with IT Services staff to ensure the most effective solutions are utilised.
· Undertake impact analysis of projects or changes to policy and procedures that may have interdependencies with other tasks or resource of the team, maintaining team service level targets.
· Provide regular and ad hoc reports and communication to interested parties through agreed methods and as directed by the Team Lead or management. Inform the Team Lead or management, in a timely fashion, of any situation that may affect the delivery or quality of service to the client.
· Effectively and accurately manage client issues to resolution, escalating to Team Lead or IT Service Desk management team as appropriate, with troubleshooting clearly documented.
· Maintain up to date knowledge of policies and procedures relating to Ernst & Young technology services
· Maintain up to date knowledge on support of applications to assist technicians globally, considering the IT Services Shift Left strategy.
· Be available to perform after hours work, and global conference calls when required.
· Perform daily / weekly administrative tasks, as well as special assignments as required
· Highlight any individual or team training / knowledge gaps that may exist and work with senior members of team to address/resolve. Contribute to and participate in team meetings, and any relevant projects that will enhance the service received by clients
· Actively participate in the firms' performance management and development process co-developing Annual Plans with appointed counsellor.

Qualifications/Knowledge:

Mandatory:
· Lotus Notes 8 Mail & Databases
· Windows XP
· Active Directory
· Working knowledge of standard business applications (eg, Microsoft Office suite)
· Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
· Networking concepts
· Remote Access
· Understanding of IT security & its importance
· Good knowledge of English, both verbal and written

Desirable:
· Successful completion of College/University course in Business, Computing or Information Technology
· Knowledge of ITIL Foundation course or MCDST
· Soft skills course completion directly relating to customer care

Experience:

Mandatory:
· Over 3 years experience working in an IT support environment in an advanced role, working with a call management tool, responsible for hardware, software & business process requests
· Over 1 year working knowledge of ITIL incident management & co-ordination

Desirable:
· Experience working with IT requirements of a global firm
· Experience in a non-english speaking customer focused role

    安永全球商务服务（大连）有限公司成立于2009年6月19日，是安永的全球成员之一，也是安永在华投资的***家全球共享服务中心，为安永亚太区十九个国家和地区提供财务、人力资源服务、IT及其他服务。
    安永商务服务在2010年获得IS09001认证，以及获大连市政府相关部委分别认定为技术先进型服务企业和服务外包企业，充分证明安永商务服务在外包服务领域处于先进的水平。秉承安永全球企业文化---领先的以人为本的企业文化, 安永全球商务服务（大连）有限公司也一直把吸引***的人员，培养企业员工以及表彰员工的进步以及发展做为公司的企业文化以及经营宗旨，为员工提供各种培训机会以及转岗、晋升的空间。
    
   
   EY Global Shared Services (Dalian) Co. Ltd (GSS Dalian), founded on June 19, 2009, is one of the member firms of Ernst & Young Global Limited, and Ernst & Young’s first GSS Center in China. With our leading expertise and extensive experience, we provide finance, HR，IT and other services to Ernst & Young offices in 19 countries and territories in the Asia-Pacific region.
    GSS Dalian received IS09001 certification, Technologically Advanced Service Enterprise certification and Outsourcing Service Enterprise certification which were certificated by Dalian relevant departments respectively in 2010, fully demonstrating its leading position in outsourcing service. Carrying the people-leading corporate culture, GSS Dalian is always aiming to attract the best talents, offer training opportunities, reward employees, and provide opportunities for internal transfer and promotion.