南京招聘

职位描述：
Responsibilities:
? Work closely with IT workplace manager in APAC for delivery of IT services.
? Accountable for daily operations of workplace and service desk services
1.Ensure service availability, performance, usability, affordability and security
2.Escalations handling and issue resolution
3.Upgrades, enhancements, and replacements
4.Provide service desk support
? Service Desk Services include:
1.Call Support
？ Accept call in reaction time align with SLA.
？ Support end user in APAC by telephone.
2.Ticket Support
？ Collecting all necessary information in the call and create tickets in the system for call-in customer.
？ Filtering tickets and solve the issues in ticketing tool as 1st level.
？ Escalate to the responsible queue organization if it’s not in the working scope.
？ Observe and track the ticket progress after escalate.
3.1st Level Support
？ Manage application user accounts
? Create / Disable / Delete / Unlock account
? Password reset
？ Manage user permissions.
? File / Printer / Wireless / etc…
？ PC Help Desk support.
？ Software Installation / Salesforce chatter / Citrix sharefile / VPN / MS Office / Printer / Anti-virus / patching / etc…
？ Mobile phone support.
? Support IPhone IOS clients for company apps.
？ New support point documented and trained by 2nd level support.
4.Report
？ Generate weekly / monthly hotline report for summarize the efficiency and quality.
？ Collecting and sharing information for knowledge base and provide the evidence for improve efficiency and process.
Profile:
? Good communication skills in the English and Chinese language
? Customer-oriented minded
? Work strictly in accordance with rules and procedures
? Good team spirit and working enthusiasm, eager to learn new technology
? Education in IT or relevant major
? Proven teaming skills working together with individuals from other cultures
? Self-motivated even in high pressure situations
? 0 - 1+ year experience working in IT teams with an operations environment
? Ability to interact with users and customers at all level
? Good understanding of service desk technology
? Ability to performing hands-on administrative tasks if/when needed
? ITIL certifications preferred

Location: Kunshan, China 举报 分享

KUKA Aktiengesellschaft（KUKA 股份公司）是一家跨国企业，营业额将近三十亿欧元。约有 13200 名 KUKA 人每天都在不懈的努力，以巩固我们作为智能自动化解决方案供应商的全球领先地位 – 无论是在总部奥格斯堡，还是在世界各地的生产基地。我们在全球的客户主要来自汽车制造业和传统工业领域。在 KUKA，您可以享受一站式的服务：从单个组件直至全自动设备。