苏州招聘

GIS Global Service Desk Analyst

Based Shanghai

Premier Farnell are now urgently seeking to appoint a new Service Desk Analyst to provide 24*7 support to the rapidly expanding operations in Asia Pacific. Core duties will include logging, allocation and tracking of all customer calls. Communicating planned and unplanned system outages in a timely fashion. Developing excellent on-going relationships with Customers and ensure that accurate, appropriate IT User Security and IT Asset Information is maintained.
Applying candidates must already be based in Shanghai and possess experience of working within an IT service desk environment, and hold an excellent track record of providing timely support to all customers. As these roles require a great deal of connection with the business across the multiple locations, excellent communication abilities in English, as well as Mandarin, is absolutely essential.

The Role
Ensure all calls are Logged, Allocated and Tracked
Encourage the APAC region specifically to log tickets with the Service Desk
Escalate all calls as required
Manage any priority 1 and priority 2 tickets raised
Monitor tickets against SLA's & operational KPI’s, liaising with internal and external support functions and taking responsibility for customer communication when major incidents occur
Maintain accurate and up to date information for Live Support Issues, IT User Security and IT Asset Information, administering user profiles wherever appropriate/practical.
Build and maintain excellent working relationships with Customers, GIS staff and vendors.
Assume ownership for calls with the Service Desk and be proactive in resolving problems.
Escalate calls when needed, calling on call engineers where required.
Provide timely warnings to impacted customers of any required System Outages
Create documentation for internal and external processes, FAQ’s, usage guides and help sheets for end users
Performing routine checks and activities to ensure the continued operation of the systems.


The candidate.

Minimum 1 year experience working within an enterprise IT department
Excellent Customer Service skills with a good telephone manner and excellent written and oral communication skills
Ability to prioritise own workload and manage time effectively according to Business needs.
Ability to analyse problems and incidents and effectively prioritise according to Business impacts
Ability to work calmly and effectively in potentially business critical situations (e.g. co-ordinating communication for major incidents)
Knowledge of Windows Operating Systems and Microsoft Office application

易络盟电子（中国）有限公司
eluomeng Electronics (China) Co., Ltd.

e络盟隶属于 Premier Farnell 集团。Premier Farnell是全球电子元器件与开发服务分销商，致力于科技产品和电子系统设计、生产、维护与修理解决方案的高质量服务分销已逾80年。
Premier Farnell隶属于安富利集团 (NYSE:AVT) 旗下电子元器件营销业务 - 安富利电子元件 (Avnet Electronics Marketing)。Premier Farnell在欧洲经营 Farnell element14 品牌，北美经营 Newark element14品牌，在亚太地区经营e络盟品牌，是全球3,500多家知名品牌授权分销商，其广泛产品库存可以满足各地区创新客户的需求。
作为专业的“电子元器件与开发服务分销商”，Premier Farnell凭借丰富的业界经验向电子爱好者、设计工程师、维修工程师和采购人员等广泛客户群提供强有力支持，同时与国际一流品牌和初创企业展开积极合作共同开发高新产品并推向市场。公司还大力支持推动行业的发展以期培养出优秀的当代和下一代工程师。

易络盟电子（中国）有限公司
地址： 中国上海市长宁区古北路666号嘉麒大厦3楼