天津招聘

1. Management of day-to-day activities of a multi-site team ensuring overall delivery of Helpdesk organization in qualified and efficiency manner on a 7x24 basis.

2. Manage resources to achieve objectives (SLA and other KPIs) and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.

3. Overall monitor incidents and service requests with ultimate responsibility of ticket owner within Helpdesk organization; ensure timely and effective resolution through resource assignment;

4. Responsible for, through the Helpdesk team, for all end-computing assets management and ensuring the assets register at all times reflects an accurate picture of company assets;

5. Accountable to track, analyze and report trends of overall performance of helpdesk team; proactively identify/address risks, vulnerabilities and problems, meanwhile take effective actions to implement improvement solution.

6. Manage the escalation regarding to the service quality of the Help Desk to ensure timely and effective resolution of customer issues.

7. Ensure whole Helpdesk organization running in compliance of company policies, especially in compliance with IT security policies.

8. Staffing people and incent team through management skills, include providing relevant skill and knowledge training, building up talent pool and other management tools;

9. Manage resources, including sourcing for, hiring, developing, and retaining high-performance staffs;

10. Representing the Helpdesk at meetings.

11. Liaising with high-level management.

任职资格

1. Education: Bachelor’s degree in Computer Science Technology or similar preferred

2. Fluency in English communication with both speaking and writing.

3. Minimum of 5-7 years of helpdesk management experience in combination with five or more years of managing technical personnel required

4. Excellent soft skill to communicate and coordinate teams crossing departments.

5. Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing; 6. Proven leadership skills with the ability to coach team members.

7. A strong customer service and work ethic.

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