上海招聘

本岗位需接受排班，要求英语流利

Summary

The IT Shared Services Organization performs a number of standardized and centralized IT functions benefitting IT and PTC business units worldwide. As part of the Shared Services Organization, the Service Desk team is responsible for providing 24 x 7 Level 1 technical support on IT’s services for PTC offices and employees worldwide. They are also responsible for providing monitoring and escalations around IT’s high severity incidents. These services typically leverage and require collaboration and coordination with other members of IT who are physically stationed at a location or provide services remotely to a location or region. An Associate Service Desk Analyst is responsible for performing all or some of these responsibilities for one or more defined regions or PTC locations. These locations may or may not be geographically co-located with the Analyst. The Associate Service Desk Analyst is an entry level individual contributor role, acting as a supportive staff member with continual direction from their Management.

Role

？ Monitors phones and IT service request queue(s).

？ Provides first contact and novice level one support for PTC personnel and Partners.

？ Attempts to resolve questions and completes requests for defined areas of service in alignment with established SLA’s.

？ Documents requests, troubleshooting steps with root cause and resolution in tracking system. Typically confirms with requestor that issues are resolved and that requests can be closed. If unable to resolve, assigns ticket to the appropriate level two support queue.

？ May execute SOX controlled access requests after receiving the appropriate approvals.

？ Learns all Service Desk, IT and SOX policies, processes and requirements to achieve SLAs.

？Has the ability to work calmly with patience under stressful situations with users from different cultures and across geographies.

？ Strives to provide clear and concise communication, is compassionate / understands how callers feel and articulates what can be done in an upbeat, confident and positive tone.

？ Attempts to translate technical issues into non-technical terms that are easily understood by the requestor.

？ Understands and follows the departments Incident Management policy and procedures.

？ Strives to ensure that all incident communications clearly articulate incident impact, remediation activity updates, and resolution details.

？ May surface issues or risks to management if appropriate.

？ Assists in the creation of IT Knowledge Base articles associated to supported services when documentation does not exist for known errors. ？ Assist in the maintenance and revision / update of expired IT Knowledge Base articles.

？ Monitors alerts received through monitoring console; processes alerts and escalates to appropriate IT teams. ？ Assists in the review of escalation matrices to ensure they are kept up-to-date by Service and Application Area owners. ？ Understands and follows the department’s critical Incident Management process. ？ Posts emergency notices and escalates in the event further company-wide communications are required.

Criteria

Education: Typically Associate’s Degree required; Technical Certification may apply. Interacts with Level 1 through Level 3 in same department as well as end users throughout PTC of different levels. Uses existing, clearly defined procedures to solve routine problems; seeks help in non-standard situations. Understands relationships between work processes and the business but works within own team. Tactical, not strategic. Good to very good performer in one role.

PTC (Nasdaq: PTC) delivers technology solutions that transform the way companies create, operate and service their products. PTC solutions enable manufacturers to achieve Product and Service Advantage in a smart, connected world.

 

We’re at the early stages of a fundamental transformation, marking what could be one of the most significant disruptions to the manufacturing industry since the Industrial Revolution. As one of the world’s largest and fastest-growing technology companies, PTC helps manufacturing leaders address these transformative forces to achieve and sustain product and service advantage.

 

PTC solutions for Computer Aided Design (CAD), Product Lifecycle Management (PLM), Application Lifecycle Management (ALM), Service Lifecycle Management (SLM), and Internet of Things (IoT) enable process transformation and deliver closed-loop lifecycle management for products and services that are increasingly smart and connected. Our solutions help you optimize the activities within individual functions of your organization, and align them across your entire enterprise—from engineering to supply chain and manufacturing, to sales and service.

 

Today, PTC works with more than 28,000 businesses around the world to help them create, operate, and service products in rapidly-evolving, globally distributed manufacturing industries, including industrial equipment, automotive, high tech and electronics, aerospace and defense, retail, consumer, and medical devices.