上海招聘

Department:
Group IT

Manager:
Service Delivery Manager, Asia Pacific

Job Purpose:
The purpose of this role is to deal with customer IT requests primarily via the telephone. The emphasis is on providing a high level of customer service and a solution in a timely manner that meets the needs of our users and the department’s objectives. The role involves working in a busy team and would ideally suit someone with experience of working within a Technical role with good problem solving and listening skills.

Tasks and Responsibilities:
* Responsible for providing IT support via the telephone, remotely or on-site.
* To be part of a rota which operates a shift pattern between 08:00-18:30.
* To review, update and add solutions and fixes to the internal knowledge base.
* Responsible for providing end user training as and when required to prevent repeat calls.
* Responsible to take ownership of incidents, problems & major incidents to reduce business impact
* Required to work on projects, ensuring the Service Desk are fully trained on any new systems & any support documentation has been created.
* Required to contact 3rd party suppliers for end user support.
* Responsible for changing back-up tapes as part of a rota.
* Image, Build & Configure a PC according to control risks standards.
* Install software requests
* Set up, activate & trouble-shoot Blackberries.
* Responsible for asset tagging hardware and ensuring assets are recorded within the appropriate system throughout their lifecycle
* Support Microsoft Office & in-house applications
* Co-ordinate Office moves within departments
* Conduct new joiner inductions
* Provide IT support for meeting rooms
* Follow strict procedures for administration tasks such as new joiner, transfer and leaver process.
* Responsible for continuous feedback to the Service Delivery Manager to improve IT service.
* Responsible for filling out weekly timesheets to account for work performed

Knowledge and Experience:

Essential
Experience of:
* Microsoft Windows 7 & Windows XP Professional
- Has installed the OS (Operating System) on machines
- Able to add a Printer onto a server
- Able to adjust screen settings / Desktop settings such as resolution
- Able to set up a dual monitor/docking stations
* Microsoft Office packages 2003, 2007 & 2010
- Strong knowledge of utilising MS Office in a day to day environment
- Can troubleshoot common MS Office errors
- Can repair/ reinstall the MS Office suite of applications
* Remote Access/ VPN
* Trouble-shooting hardware on laptops, desktops & Printers
* Active Directory
- Can create a user account/ DL (Distribution List)
- Can add users to a DL
- Can set up permissions on a user account / DL (Distribution List)
* Handheld devices/Mobile phone support
* Changing Backup Tapes
- Can schedule in daily & weekly back ups
- Can Restore user data
* MS System Center Configuration Manager (SCCM)
- How to deploy an image to a pc
- How to add a pc to a collection to install software

Preferred:
* Knowledge of and how to trouble-shoot TCP/IP issues
* Knowledge of and how to trouble-shoot DHCP issues
* Use of Solarwinds Monitoring Tool
* Support of Microsoft CRM
* Support of Microsoft Dynamics AX

Qualifications and Specialist Skills:

Essential
* Experience in a Service Desk or Helpdesk role.
* Qualified up to ITIL Foundation level or a graduate with a relevant IT degree.
* Natural Interest in IT and technology

Competencies:
* Professional, polite, able to work under pressure
* Excellent communications skills - good listener, calm manner
* Collaborative and a team player
* Ensures delivery of exceptional service to clients
* Must demonstrate a methodical and clear approach to troubleshooting problems as well as being able to make use of existing solutions

Behaviours:
All employees are expected to display behaviours reflective of our company values that of: Integrity and Ethics, Collaboration and Teamwork, Commitment to People and Professionalism and Excellence.

Control Risks

Control Risks is a specialist risk consultancy that helps to create secure, compliant and resilient organisations in an age of ever-changing risk. Working across disciplines, technologies and geographies, everything we do is based on our belief that taking risks is essential to our clients' success.

We provide our clients with the insight to focus resources and ensure they are prepared to resolve the issues and crises that occur in any ambitious global organisation.

We go beyond problem-solving and give our clients the insight and intelligence they need to realise opportunities and grow. From the boardroom to the remotest location, we have developed an unparalleled ability to bring order to chaos and reassurance to anxiety.