上海招聘

Position Summary:

Desk Side Support Analyst have high interaction with all Team Members to provide exceptional IT Technical support service in Hilton fast-pace atmosphere.

Provides Desk Side IT Technical Supports to colleagues, include but not limited to Setting up and Configuring computers as per the standards, Mobile devices and approved APPs configuration, Network printers, Audio/Video conference system, IP Phones, client VPN. Work with HR team in support the onboarding and off-boarding activities.

Proactively introduce Corporate System Support organization and the Hilton ticketing system "Technical Support Central" portal to the colleagues, responds to colleagues' queries in a friendly and efficiently manner, ensure the quality of provided solutions meet corporate standards and approved practices. Ensure all services activities meet SLA targets with high level customer satisfaction.

Works within the ITIL process framework ensuring all custom support activities are accurately logged, Customer incident and request ticket prioritize, update, escalation and always drive them to closure.

Create and update technical support documents and procedures.

Share knowledge within Corporate System Support team.

Assist to IT Asset Coordinator to manage the inventory of IT equipment and consumables.

Perform miscellaneous job-related duties as assigned by the Team Leader, completes projects as allocated by the IT Manager/IT Director.

Provide on-call coverage during off-hours.

Direct Reports:

Mgr. Corp. System Support

Qualifications

To fulfill this role successfully, you must possess the following minimum qualifications and

experience:

?     Advanced knowledge and familiarity with installing, maintaining and troubleshooting desktop resources including, but not limited to operating system, MS Office suite, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies and all commonly used desktop peripherals.

?     Comprehensive knowledge of Windows, Microsoft Server, Office 2016, Office 365 & OWA, Skype for Business, WebEx and Telepresence.

?     Ability to utilize technology troubleshooting abilities to identify what is driving issues and how to resolve them.

?     Demonstrated aptitude for providing exceptional customer service in challenging environments.

?     Communication skills with a proven ability to understand key concepts and communicate effectively with technical team and business stakeholders.

?     Relationship building abilities and desire to help people.

?     Strong problem-solving skills, be able to work in fast-pace atmosphere, demonstrated work experience in complex multi-international company environment, able to work calmly under pressure.

?     Strong learning and execution ability, self-motivated.

?     MCSE, ITIL or PMP certification is preferred.

?     Fluent in verbal and written English, able to effectively communicate in English both verbally and in written, preferred CET6.

Required Qualifications

?     Bachelor's degree in Computer Science, Information Technology or related discipline or equivalent work experience.

?     3-4 years of Information Technology Support experience in multi-national corporation.

Preferred Qualifications

?      CET6

?      MCSE, ITIL or PMP certification is preferred

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