天津招聘

职位描述：
Job Description of Service Desk L2 (SD) – for support in Japanese

Responsibilities:
o Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
o Route problems to internal and external 2nd & 3rd level IT support staff.
o Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
o Use the Incident Management System to document and manage incidents and work requests and their respective resolutions and circumvention's.
o Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
o Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
o Escalate complex problem to appropriate support specialists
o Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
o Troubleshoot client software and basic network connectivity problems
o Identify, evaluate and prioritize customer problems and complaints
o May train users and operators on a limited basis and/or may write training procedures
o Participate in on-going training and departmental development
o Routine maintenance updates with other IT staff and business units
o Provide all required documentation including standards, configurations and diagrams
o Provide knowledge transfer of Service Desk operations
o Reporting – Should be able to extract data, analyze & report in the appropriate format.
Technical Skills:
o Phone support experience necessary. Technical Service desk or technical call center experience is necessary.
o Excellent Troubleshooting skills & willingness to self-investigate.
o Experience / Beginners in Web Content Management -
？ FTP Tools – Cyberduck / Cloud Berry - Exporting & Importing files through the FTP tool
？ Adobe Experience Manager – Basic Understanding / Experienced, working on the forms etc
？ Understanding of the Content Management system for the websites
？ Basic / Advanced Understanding of XML, Java Script, CSS, HTML, Tom Cat / Apache/ IISweb server
o Disciplined, systematic problem solving skills required.
o Windows Operating systems
？ Clients: Windows7, Windows Vista, Windows XP, Windows 2000
？ Servers: Windows 2000, Windows 2003, Windows 2008
o ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
o Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
o MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
o Internet browsers (e.g. Explorer, Chrome, Firefox),
o VPN and remote dial-in users
Soft & General Skills:
o Excellent communication and conversation skills (Verbal and Written) in Japanese(Primary) and English(Secondary)
o Good documentation skills
o Should have a great customer handling skills
o Able to handle unforeseen situations – Situation Management
o High level of acceptance
o Can drive HCL’s value and its methodology
o Other Skills / Experience
o Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
o Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
o Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
o Ability to learn new information quickly and the willingness to do so at all times.
o Job Description Unified Service Desk
o Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
o Customer Focus
o Teamwork
o Technical Expertise
o Interpersonal Effectiveness
o Concern for Order and Quality

Years of Relevant Experience:
o Relevant : 2 - 6+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware

Certification requirements:
o Java Certified
o AEM Certified
o Good to have - MCP/MSCE/MSCA or HDI CSS
o ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements:
o Total: 3-4 years of University education post High Intermediate (B.Sc. or Diploma)
o Bachelors / Masters / Equivalent
o Good to have – Diploma in Web Development
o Java Certificate Course / Diploma
o Diploma / Certificate Course in Adobe Experience Manager 举报 分享

受到创始人创业热情的激发,具有预见潜在市场机会的超强能力，HCL已经成为技术领域的领跑者。1976年，在一个小车库里孕育的远见卓识，历经四十二载后蜕变成为一家市值75亿美元的全球科技企业。今天，HCL的软件服务部门-HCL科技有限公司已成为一家经营业务转型、企业和客户应用程序、基础架构管理、业务流程外包和工程服务的领先供应商。HCL利用其遍布32个国家的全球交付模式，提供行业解决方案，如金融服务业、制造业、航空与国防业、电信、零售和快速消费品、生命科学和保健、媒体娱乐、旅游、运输及物流、汽车、能源与公用事业等。

HCL在过去的四年间实现了3次的增长证明了一个事实：其可在全球范围内实现业务改造的能力得益于其以客户需求为核心的自我变革能力。这就是HCL拥有的全球公认、独特的管理模式。《时代》杂志称HCL为“创新的动力室，在那里员工可以发挥无尽的创造力”。HCL的核心价值和其***的“员工优先”理念已经领导HCL在许多前沿领域取得成功和荣誉，并且作为哈佛、伦敦商学院、达顿商业出版和最近大卫汤姆逊的新书《迈向十亿的蓝图-以指数增长的七要素》的研究案例。

目前，HCL的132万名工作人员正紧锣密鼓地与500多个具有远见的客户合作，帮助他们转变运行模式并启动变革来改变商业经营模式。