Help Desk Analyst
铂金软件系统（上海）有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修) 计算机软件
职位信息
- 发布日期：2014-04-30
- 工作地点：上海
- 招聘人数：若干
- 语言要求：英语熟练
- 职位类别：Helpdesk 技术支持 信息技术专员
职位描述
To be considered, candidates must demonstrate an ability to provide high levels of customer service, with proven experience resolving technical support issues over the phone and within a corporate computing environment. Additionally, requires candidate to participate in a 7x24 rotational coverage.
Duties and Responsibilities:
? Troubleshoot issues as 1st level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
? Review and triage all service tickets and confirm they are assigned accordingly.
? Monitor the email account and create tickets for all problems that are reported in a timely manner.
? Forward email correspondence that are sent to the account to the correct specialist and update the associated tickets work history as required.
? Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to next level of technical staff.
? Participate in IT Helpdesk call queue.
? Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool.
? Interview user to collect information about problem and lead user through diagnostic procedure to determine source of problems.
? Follow IT process’s accordingly and provide the Service Level Agreements posted to our internal customers.
? Build/utilize a shared knowledge base for problem resolution.
? Proactively follow up with reported issues to ensure that clients receive the highest level of service possible.
? Must be prepared to work evenings and weekends as required to complete key IT projects that can only be done outside of normal business hours.
? Will be scheduled to be an IT Operations resource on projects as required.
? Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
? All other duties as required.
Knowledge, Skills and Abilities:
? Individual must be able to perform each essential duty and responsibility satisfactorily.
? Ability to read, analyze and interpret professional journals and technical procedures.
? Ability to write business correspondence and knowledgebase articles.
? Ability to effectively communicate information and respond to questions from groups of managers and customers.
? Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
? Excellent time management, communications, decision making, and organization skills.
? Ability to use word processing, spreadsheets and database programs.
? Strong Customer Service skills and attitude.
? Ability to work effectively and productively with minimal Supervision.
? Strong organization skills
? Proven ability to multi task
? Proactive in trouble shooting, testing and staying current with IT Technologies.
? Persistence in achieving result and resolution – ‘Work to Completion’.
? Structured problem solving approach.
? Excellent verbal and written communication skills.
Credentials and Experience:
? Associates degree or equivalent experience of two to four years related experience.
? Completion or working towards a Technical School diploma or degree in Information Technology.
? Microsoft Certified Professional and CompTia A+ certifications desirable but not required.
? Strong Customer Service skills and attitude.
? Strong interpersonal skills.
? Ability to work without supervision.
? Creative thinker.
? Strong time management skills.
Duties and Responsibilities:
? Troubleshoot issues as 1st level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
? Review and triage all service tickets and confirm they are assigned accordingly.
? Monitor the email account and create tickets for all problems that are reported in a timely manner.
? Forward email correspondence that are sent to the account to the correct specialist and update the associated tickets work history as required.
? Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to next level of technical staff.
? Participate in IT Helpdesk call queue.
? Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool.
? Interview user to collect information about problem and lead user through diagnostic procedure to determine source of problems.
? Follow IT process’s accordingly and provide the Service Level Agreements posted to our internal customers.
? Build/utilize a shared knowledge base for problem resolution.
? Proactively follow up with reported issues to ensure that clients receive the highest level of service possible.
? Must be prepared to work evenings and weekends as required to complete key IT projects that can only be done outside of normal business hours.
? Will be scheduled to be an IT Operations resource on projects as required.
? Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
? All other duties as required.
Knowledge, Skills and Abilities:
? Individual must be able to perform each essential duty and responsibility satisfactorily.
? Ability to read, analyze and interpret professional journals and technical procedures.
? Ability to write business correspondence and knowledgebase articles.
? Ability to effectively communicate information and respond to questions from groups of managers and customers.
? Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
? Excellent time management, communications, decision making, and organization skills.
? Ability to use word processing, spreadsheets and database programs.
? Strong Customer Service skills and attitude.
? Ability to work effectively and productively with minimal Supervision.
? Strong organization skills
? Proven ability to multi task
? Proactive in trouble shooting, testing and staying current with IT Technologies.
? Persistence in achieving result and resolution – ‘Work to Completion’.
? Structured problem solving approach.
? Excellent verbal and written communication skills.
Credentials and Experience:
? Associates degree or equivalent experience of two to four years related experience.
? Completion or working towards a Technical School diploma or degree in Information Technology.
? Microsoft Certified Professional and CompTia A+ certifications desirable but not required.
? Strong Customer Service skills and attitude.
? Strong interpersonal skills.
? Ability to work without supervision.
? Creative thinker.
? Strong time management skills.
公司介绍
铂金软件（系统）上海有限公司于1994年进入HRM领域，是一家“以客户为先导”的领先的HRM专业解决方案供应商，在人力资源管理解决方案的研发、销售及客户服务方面拥有近二十年的行业经验。
铂金软件（系统）上海有限公司是C&T旗下公司，中国区总部位于上海，在北京、广州、深圳及香港均设有办事处，并在上海与南京设有研发中心。
凭借卓越的产品性能及优质的售后服务，铂金软件（系统）上海有限公司目前已拥有1,000多家跨国及大中型本土企业客户，包括拜耳、微软、可口可乐、百事中国、星巴克、阿迪达斯、耐克、雅诗兰黛、迪奥、路易威登、丰田汽车、标致雪铁龙、雷诺、索尼、西门子、松下电器、飞利浦、腾讯、CCTV、京东商城、绿地集团、东亚银行、英孚教育等。
铂金软件（系统）上海有限公司是一家不断发展、充满活力的公司，我们肯定和赏识那些出色的、有团队精神以及客户服务理念的人才。秉承“以人为本”的理念，我们将提供多种可能使您获得个人学习成长的机会和畅通的专业提升通道。如果您在研发、实施、市场推广或者销售的任一综合性企业软件或IT服务及解决方案等任一领域里，具有丰富的软件应用和客户服务经验背景，我们欢迎您的加入！
了解更多信息，请点击公司网站: www.platinumchina.com
铂金软件（系统）上海有限公司是C&T旗下公司，中国区总部位于上海，在北京、广州、深圳及香港均设有办事处，并在上海与南京设有研发中心。
凭借卓越的产品性能及优质的售后服务，铂金软件（系统）上海有限公司目前已拥有1,000多家跨国及大中型本土企业客户，包括拜耳、微软、可口可乐、百事中国、星巴克、阿迪达斯、耐克、雅诗兰黛、迪奥、路易威登、丰田汽车、标致雪铁龙、雷诺、索尼、西门子、松下电器、飞利浦、腾讯、CCTV、京东商城、绿地集团、东亚银行、英孚教育等。
铂金软件（系统）上海有限公司是一家不断发展、充满活力的公司，我们肯定和赏识那些出色的、有团队精神以及客户服务理念的人才。秉承“以人为本”的理念，我们将提供多种可能使您获得个人学习成长的机会和畅通的专业提升通道。如果您在研发、实施、市场推广或者销售的任一综合性企业软件或IT服务及解决方案等任一领域里，具有丰富的软件应用和客户服务经验背景，我们欢迎您的加入！
了解更多信息，请点击公司网站: www.platinumchina.com
联系方式
- 公司地址：上班地址：北京市东城区东中街9号东环广场A座写字楼5层I号