Senior Service Desk Analyst
易络盟电子（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：电子技术/半导体/集成电路
职位信息
- 发布日期：2016-10-27
- 工作地点：上海
- 招聘人数：1人
- 工作经验：3-4年经验
- 学历要求：本科
- 语言要求：英语 精通
- 职位月薪：7500+ /月
- 职位类别：技术支持/维护工程师
职位描述
职位描述：
Job Purpose:
Provide support and guidance to the Service Desk employees. Provide customers from all of Premier Farnell’s regions with professional, proactive 1st level support calls to the Global IT Service Desk by pursuing resolution of customer break/fix faults and service requests. Accountability for the conducting of quarterly AS/400 security template audits and serve as liaison with third party auditors. Provide mentoring to local staff and be a primary point of contact and delegation for the Global IT Service Desk Manager. Identify areas for improvement within the service desk and work with the Global IT Service Desk Manager to implement.
Accountabilities with Key Outcomes: Describe essential accountabilities the job performs and key outcomes. Accountabilities should be listed (max of 8) in order of importance.
1. Call Management. Acceptance of requests for assistance ensuring all information is accurately recorded in the Service Desk call logging software. Ownership of calls within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary. Daily reporting on Call Acceptance SLA achievement to be provided to the Global Team on a rota basis. Daily reviewing and delegation of outstanding calls across the team. Ownership of ensuring all outstanding calls are resolved within SLA by team members. Monitor Call statistics on a daily/monthly basis for the Global service desk team. Investigate areas of concern when internal SLAs are not met and ways to improve availability. 2. Leadership and mentoring to Global IT Service Desk Analysts. Provide day to day leadership and mentoring to Global IT Service Desk Analysts to assist them in resolving calls at first point of contact. New Employee Induction for Service Desk Analyst’s as and when required.
3. Major Incident Management. Perform the role of Major Incident Manager throughout a P1 Major Incident. Ensuring timely communication with the business; ensuring the Major Incident process is followed to agreed time commitments.
4. Process Improvements. Identify process improvement opportunities and drive for the implementation of effective Global IT Service Desk processes and documentation. Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally and all Service Desk employees trained to an acceptable standard. 5. User Administration: Accountability for the performing of system access security administration for Microsoft Active directory, and AS/400 (BPCS/Q2O) templates.
6. Change Communication: Attend Change Advisory Meetings (CAB) on a weekly basis. Responsible for Planned Maintenance notifications to the business once authorised via the CAB.
7. Auditing: Internal auditing of IT Accounts for all employees within the company. Working directly with information provided by HR/Business and securing/modifying related accounts.
Knowledge, Skills and Experience: Please give details of the knowledge, education, formal qualifications, specialised training or experience required for the job. Indicate whether requirement is essential or desirable.
Essential
?Minimum 5 years Technical Experience in similar support environment.
?At least 3 years practical experience of security administration.
?ITIL Foundation certification
?Proven experience in team leadership role.
?Ability to prioritise own and others workload and manage time effectively according to Business needs
?Excellent written and verbal communication skills at all levels
?Basic project management / co-ordination awareness
Desirable
?Possess professional IT qualifications.
?Broad knowledge of AS/400, Siebel, Data Networking and eCommerce systems.
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Job Purpose:
Provide support and guidance to the Service Desk employees. Provide customers from all of Premier Farnell’s regions with professional, proactive 1st level support calls to the Global IT Service Desk by pursuing resolution of customer break/fix faults and service requests. Accountability for the conducting of quarterly AS/400 security template audits and serve as liaison with third party auditors. Provide mentoring to local staff and be a primary point of contact and delegation for the Global IT Service Desk Manager. Identify areas for improvement within the service desk and work with the Global IT Service Desk Manager to implement.
Accountabilities with Key Outcomes: Describe essential accountabilities the job performs and key outcomes. Accountabilities should be listed (max of 8) in order of importance.
1. Call Management. Acceptance of requests for assistance ensuring all information is accurately recorded in the Service Desk call logging software. Ownership of calls within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary. Daily reporting on Call Acceptance SLA achievement to be provided to the Global Team on a rota basis. Daily reviewing and delegation of outstanding calls across the team. Ownership of ensuring all outstanding calls are resolved within SLA by team members. Monitor Call statistics on a daily/monthly basis for the Global service desk team. Investigate areas of concern when internal SLAs are not met and ways to improve availability. 2. Leadership and mentoring to Global IT Service Desk Analysts. Provide day to day leadership and mentoring to Global IT Service Desk Analysts to assist them in resolving calls at first point of contact. New Employee Induction for Service Desk Analyst’s as and when required.
3. Major Incident Management. Perform the role of Major Incident Manager throughout a P1 Major Incident. Ensuring timely communication with the business; ensuring the Major Incident process is followed to agreed time commitments.
4. Process Improvements. Identify process improvement opportunities and drive for the implementation of effective Global IT Service Desk processes and documentation. Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally and all Service Desk employees trained to an acceptable standard. 5. User Administration: Accountability for the performing of system access security administration for Microsoft Active directory, and AS/400 (BPCS/Q2O) templates.
6. Change Communication: Attend Change Advisory Meetings (CAB) on a weekly basis. Responsible for Planned Maintenance notifications to the business once authorised via the CAB.
7. Auditing: Internal auditing of IT Accounts for all employees within the company. Working directly with information provided by HR/Business and securing/modifying related accounts.
Knowledge, Skills and Experience: Please give details of the knowledge, education, formal qualifications, specialised training or experience required for the job. Indicate whether requirement is essential or desirable.
Essential
?Minimum 5 years Technical Experience in similar support environment.
?At least 3 years practical experience of security administration.
?ITIL Foundation certification
?Proven experience in team leadership role.
?Ability to prioritise own and others workload and manage time effectively according to Business needs
?Excellent written and verbal communication skills at all levels
?Basic project management / co-ordination awareness
Desirable
?Possess professional IT qualifications.
?Broad knowledge of AS/400, Siebel, Data Networking and eCommerce systems.
职能类别： 技术支持/维护工程师
公司介绍
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
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
联系方式
- Email：recruitment@premierelectronics.com.cn
- 公司地址：地址： 中国上海市长宁区古北路666号嘉麒大厦3楼