Service Desk （Ticketing Tools/Remedy/ServiceNow
高知特信息技术（上海）有限公司 Cognizant Technology Solutions
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2017-11-17
- 工作地点：上海-浦东新区
- 工作经验：无工作经验
- 职位类别：技术支持/维护工程师
职位描述
职位描述：
Job Description:
As a Service Desk TL, the person should be experienced with ticket handling, customer communication and IT desktop & application troubleshooting.
Do weekly, monthly report.
Weekly & monthly meeting with client.
CSI (Continual Service Improvement)
Historical data analysis.
Communication with offshore team.
Communication with client.
Role & Responsibilities:
? Interface between offshore team and Shanghai SD team.
? Interface between client IT team and Shanghai SD team.
? Do internal communication within Shanghai SD team.
? Do reports and data analysis
? Ensure service quality.
Minimum Qualification (Must Have):
? 5+ years SD experience in IT help desk/service desk operations (Candidates earlier worked in technical contact/call centers in a voice support process must)
? Knowledge/exposure on ticketing tools like Remedy, ServiceNow, CA helpdesk, HPSM & Remote tools like VNC, DameWare, Netmeeting, Microsoft Share point etc.
? Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.
? Good communication skills and customer management experience
? Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
? Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
? Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe etc.)
? Troubleshooting skills on VPN connectivity, dial up , wireless routers
? Basic knowledge on active directory, domain controllers etc.
? Exposure to password reset tools
? Troubleshooting experience using remote control tools
? Skills in managing multi vendors environment and ability to work with various resolver groups in driving the speedy resolution
? Excellent Read/write/listen/speak English capability
? Report capability and data analysis. Excellent Excel skill.
Preferred Qualifications (Optional):
? Worked in an international company
? Good interpersonal and communication skills
? Have basic understanding of ITIL v3 or ISO20000
Job Description:
As a Service Desk TL, the person should be experienced with ticket handling, customer communication and IT desktop & application troubleshooting.
Do weekly, monthly report.
Weekly & monthly meeting with client.
CSI (Continual Service Improvement)
Historical data analysis.
Communication with offshore team.
Communication with client.
Role & Responsibilities:
? Interface between offshore team and Shanghai SD team.
? Interface between client IT team and Shanghai SD team.
? Do internal communication within Shanghai SD team.
? Do reports and data analysis
? Ensure service quality.
Minimum Qualification (Must Have):
? 5+ years SD experience in IT help desk/service desk operations (Candidates earlier worked in technical contact/call centers in a voice support process must)
? Knowledge/exposure on ticketing tools like Remedy, ServiceNow, CA helpdesk, HPSM & Remote tools like VNC, DameWare, Netmeeting, Microsoft Share point etc.
? Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.
? Good communication skills and customer management experience
? Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
? Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
? Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe etc.)
? Troubleshooting skills on VPN connectivity, dial up , wireless routers
? Basic knowledge on active directory, domain controllers etc.
? Exposure to password reset tools
? Troubleshooting experience using remote control tools
? Skills in managing multi vendors environment and ability to work with various resolver groups in driving the speedy resolution
? Excellent Read/write/listen/speak English capability
? Report capability and data analysis. Excellent Excel skill.
Preferred Qualifications (Optional):
? Worked in an international company
? Good interpersonal and communication skills
? Have basic understanding of ITIL v3 or ISO20000
职能类别： 技术支持/维护工程师
公司介绍
ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.
高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.
高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。
联系方式
- Email：yiruo@google.com
- 公司地址：前海深港创新中心a-2楼