广州招聘

Responsibilities:

1. Manage a team of Service Desk representatives to ensure the highest quality of customer service and timely resolution of end user issues

2. Monitor the performance of Service Desk resources, which includes ensuring the completeness of assigned tasks, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, and identifying and address training needs

3.Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents by developing escalation processes to ensure free flowing escalation and information within the organization and determining root cause of issues and communicate appropriately

4. Oversee the solutions repository and ensure the highest quality solutions are available to the staff

5. Develop an effective framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation

6. Provide data and report of KPI's and trends to IT Manager

7.Manage process for communicating outage/emergency activities to the organization

8. Train, coach and mentor Service Desk staffs including career development. Oversee staff activities

With project skill for operation enhancement and service expansion

9.Ability to manage oversea team and with the same performance with hand office

Qualifications & Experience required:

1. Degree in Computer Science or equivalent

2. With 3-5 years in a supervisory role within an IT Service Desk. Strong background in managing a Service Desk environment is highly preferred

3. With strong experience on Windows 10, MS Office 2016, Office 365 & Outlook

4. With solid background in providing customer service to senior management and the ability to explain technical concepts to non-technical users and communicate with all levels of people effectively

5. Excellent customer service, interpersonal and communication skills

6. A productive and reliable team member with excellent work ethic, and able to work independently toward goals

7. Proficiency in both written and spoken English and Chinese

深圳市卓越方达科技有限公司（以下简称卓越方达），是国内领先的企业级商务智能解决方案供应商。卓越方达帮助企业更好地跟踪，理解和管理自身绩效，卓越方达的解决方案充分利用了企业数据库、企业资源规划（ERP）以及客户关系管理（CRM）等一系列系统中存储的信息。

商务智能的广泛应用包括企业报表、管理仪表和记分系统、客户智能应用、财务报表以及用户和合作伙伴外联网等。这些解决方案帮助企业深入了解自己的业务，赢得并维系有价值的客户，节约成本，优化供应链，提高生产力，增加收入。
    公司历经10年的不断进取，目前已经成长为中国本土IT外包服务和商业智能领域的领军企业，卓越方达总部设在深圳，在广州，北京，香港有分公司。

卓越方达在全国主要城市有自己的工程师团队，服务可覆盖全国，能够为超过50000名终端用户提供专业IT服务

公司网站：www.zonefound.com.cn