深圳招聘

Job aim:

IT support Assistant Manager is responsible for:

· Monitor and supervise the Service Desk activities.

· Working in the front line helping Service Desk agents/engineers to resolve complex technical IT issues.

· Possessing excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of best practice, procedures and policies within a company.

· Providing daily contributions to the Knowledgebase.

Scope of this position covers all Pernod Ricard’s business units established in China

Main Roles and responsibilities:

• Service Desk activities
  monitoring:
• Initiate,
  analyze and manage problems relating to the incidents received.
• Monitor
  incidents near SLA breaches.
• Manage reports used by the Service
  Delivery & Support Manager to supervise Helpdesk activities.
• Recommend performance
  improvement on the PC & network
• Operations:
• Act as a key point of contact for Service
  Desk, IT teams, and technical queries.
• Perform 2^nd/3^rd level support to install and maintain IT equipment (hardware, printers, mobile devices ...) and software to users.
• Perform 2^nd/3^rd level support to diagnose
  and resolve hardware (hardware,
  printers, mobile devices ...) and software issues.
• Provide local support for VIPs.
• Backup media management.
• Manage meeting rooms and
  videoconferencing.

§ Incident Management:

• Supervise
  Service Desk vendor to receive customer contacts and resolve incidents or
  provide information in a professional manner.
• Manage Service
  Desk to create, edit, assign and close tickets related.
• Change
  Management:
• Provide input to the Change Management process when
  appropriate based on actions dictated by the resolution of a customer
  contact.
• Knowledge
  Management
• Document
  common solutions to common problems and communicate them to the Level 1
  support.
• Document
  users’ guides and procedures.
• Software
  Support:
• Involve in the rollout of software updates and patches.
• Asset
  Management:
• Manage hardware (computers and mobile devices) inventory in daily
  operations, including procurement, maintenance and disposal
• Manage software licenses and provide valid licenses to end users.
• Continuity
  Management:
• Plan and manage the actions to be taken to ensure that IT services
  can recover and continue should a serious incident occur. The technical agent will assist in
  executing this process.
• Project Management:
• Manage projects on
  technical topics mainly around customer’s devices or new technologies.

Scope:

• Team management : vendor onsite agents
• Key internal stakeholders: Service Delivery Manager, Infrastructure team, Platform service, Level 2 & Level 3 teams
• Key external stakeholders: End users, VIPs and vendors
• Availability to travel: Occasionally

Profile required:

Education required: computer science or related fields preferred

Work experience required: 5 years working in a Service Desk

Language required: Local language and English preferable

Experience
/ Background

• Helpdesk including proper call taking
  techniques, working knowledge of Helpdesk software, working knowledge of
  training procedures for Helpdesk agents.
• Work is performed in a typical office
  environment. Limited demands for
  movement and lifting. Normal
  visual, hearing and language acuity required for correspondence and
  computer usage.
• Knowledge in ITIL and Ticketing system
• Capacity to communicate and building trusted relationships in different levels
• Experience managing external service providers

关于保乐力加
保乐力加在全球烈酒和葡萄酒行业排名第二，2020财年合并销售额为84.48亿欧元。自1975年由Pernod和Ricard两家公司合并成立以来，集团通过快速有机增长和收购保持长期而稳定的发展，其中包括2001年收购施格兰部分业务，2005年收购联合多美，以及2008年收购Vin & Sprit。保乐力加拥有全球排名前100的烈酒品牌中的16大品牌，以及众多享誉世界的品牌，覆盖了丰富的产品门类，主要核心品牌包括：绝对伏特加（伏特加）、力加（茴香酒）、百龄坛、芝华士、皇家礼炮和格兰威特（苏格兰威士忌）、尊美醇（爱尔兰威士忌）、马爹利（干邑）、哈瓦纳俱乐部（朗姆）、必富达（金酒）、马利宝（力娇酒）、玛姆和美丽时光（香槟）以及杰卡斯、博岚歌、帝国田园和金舞（葡萄酒）等。保乐力加的品牌遍布全球160多个市场，并在73个市场拥有自己的销售团队。

保乐力加倡导的分权管理模式使全球19,000名员工都是集团“创享欢聚”愿景的代言人。正如集团在2018年实施的“转型驱动加速”三年战略中所强调的，保乐力加的战略重心是对所有利益相关方的长期收益增长进行投资，并坚持三大核心价值观，即：创业精神、相互信任以及道德感。此外，保乐力加还隆重推出了《2030企业社会责任行动方案》，和联合国可持续性发展目标同步，积极倡导“好时光，好地方”。为了表彰保乐力加对可持续发展和理性消费的长期承诺，Ecovadis授予集团黄金评级，Vigeo Eiris则在饮料业评比中将集团排在***。保乐力加也位列为联合国全球契约领袖公司（Global Compact LEAD）。保乐力加在纽约泛欧证券交易所（Euronext）上市（股票代码：RI; 证券号：FR0000120693)，且是法国巴黎CAC 40指数的成员。

关于保乐力加中国
在中国，保乐力加是进口酒类国际集团中的翘楚。早在二十多年前，一些主要品牌如芝华士、马爹利、皇家礼炮就已进入中国市场，并逐步成长为中国进口烈酒市场的代表品牌。近几年对联合多美和Vin & Sprit的成功收购，进一步巩固了保乐力加在中国的地位。随着2005年百龄坛、玛姆、美丽时光、必富达、甘露和马利宝，2008年绝对伏特加以及2016年猴王47黑森林等品牌的加入，公司强大的产品组合得到不断丰富。

目前，保乐力加在中国拥有一家独资贸易公司 —— 保乐力加（中国）贸易有限公司，总部位于上海，分销网络覆盖全国，并在北京、广州、厦门、武汉等地设有分公司。

在集团业务和旗下核心品牌在中国市场迅猛发展的同时，也积极着眼于中国社会的可持续发展。不仅响应集团推出的《2030企业社会责任行动方案》，和联合国可持续性发展目标同步，更积极倡导“好时光，好地方”。保乐力加为推动中国社会可持续发展所作的努力得到了社会各方以及业界的认可，并因此屡获殊荣。