IT Helpdesk( English)
参数技术（香港）有限公司
- 公司规模：500-1000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：2013-09-04
- 工作地点：上海
- 招聘人数：4
- 语言要求：英语熟练
- 职位类别：Helpdesk 技术支持
职位描述
Summary
- Logging calls, escalating support issues as required, prioritizing and supporting the world wide user community.
- Answering and recording incoming problems and requests for service from our worldwide employees & sales partners.
- Resolving service requests in the most effective and efficient manner following the established service level agreements.
- Providing a high degree of customer satisfaction, technical expertise, accuracy and timeliness.
- Entering support tickets into a call tracking database
- Monitoring, recording, classifying and routing incidents (Incident Management Process)
Primary Responsibilities:
- Provide instant support to 6000 worldwide users and 400 VARs remotely on hardware, software, mobile device, server/systems access and business application related support
- Analyze, resolve and document the various reporting issues
- Resolve issues in person, via phone or web
- Close monitoring of the support queues to ensure the support cases are handled in a timely manner
- Identify incidents and be first point of contact for users and customers.
- Diagnose, escalate and resolve incidents based on documented processes and procedures.
- Track progress of incidents by accurate and timely recording of incident status and provide ongoing communication of progress to the user.
- Perform daily operational duties as required
Basic Qualifications:
- Bachelor degree or above, major in computer science or relevant
- 3 years + experience on Service Desk and/or Incident Monitoring area
- Excellent English communication skill.
- Excellent technical, interpersonal and customer service skills
- Extensive knowledge of PC hardware and software applications support
- Be familiar with incident management process in ITIL
- Knowledge of network and server monitoring tools like HP OpenView, Netbackup, Autosys, SolarWinds, etc.
- Ability to remain positive under pressure
- Microsoft technical education is preferred
Preferred Qualifications:
- Strong technical and interpersonal and Customer Service skills.
- Strong Organizational skills
- Goal Oriented
Phone support and excellent communication skills
- ITIL Certification/Training is a plus
- Network and server monitoring experience is preferred.
- Logging calls, escalating support issues as required, prioritizing and supporting the world wide user community.
- Answering and recording incoming problems and requests for service from our worldwide employees & sales partners.
- Resolving service requests in the most effective and efficient manner following the established service level agreements.
- Providing a high degree of customer satisfaction, technical expertise, accuracy and timeliness.
- Entering support tickets into a call tracking database
- Monitoring, recording, classifying and routing incidents (Incident Management Process)
Primary Responsibilities:
- Provide instant support to 6000 worldwide users and 400 VARs remotely on hardware, software, mobile device, server/systems access and business application related support
- Analyze, resolve and document the various reporting issues
- Resolve issues in person, via phone or web
- Close monitoring of the support queues to ensure the support cases are handled in a timely manner
- Identify incidents and be first point of contact for users and customers.
- Diagnose, escalate and resolve incidents based on documented processes and procedures.
- Track progress of incidents by accurate and timely recording of incident status and provide ongoing communication of progress to the user.
- Perform daily operational duties as required
Basic Qualifications:
- Bachelor degree or above, major in computer science or relevant
- 3 years + experience on Service Desk and/or Incident Monitoring area
- Excellent English communication skill.
- Excellent technical, interpersonal and customer service skills
- Extensive knowledge of PC hardware and software applications support
- Be familiar with incident management process in ITIL
- Knowledge of network and server monitoring tools like HP OpenView, Netbackup, Autosys, SolarWinds, etc.
- Ability to remain positive under pressure
- Microsoft technical education is preferred
Preferred Qualifications:
- Strong technical and interpersonal and Customer Service skills.
- Strong Organizational skills
- Goal Oriented
Phone support and excellent communication skills
- ITIL Certification/Training is a plus
- Network and server monitoring experience is preferred.
公司介绍
Parametric Technology Corporation ( PTC ) is the world's largest software company with a total commitment to product development. With its headquarters in Boston, U.S.A., PTC provides an industry-leading family of Product Lifecycle Management (PLM) solutions. These solutions empower companies to streamline and invigorate their product development process - from product inception to delivery. With PTC solutions, companies can deliver successful products by creating innovative designs, collaborating effectively and controlling all of their product development data.
联系方式
- 公司网站：http://www.ptc.com
- 联系人：PTC Recruitment Service