IT Helpdesk engineer
林德集团
- 公司性质：外资(欧美)
- 公司行业：多元化业务集团公司
职位信息
- 发布日期：2015-04-20
- 工作地点：上海-浦东新区
- 招聘人数：1
- 语言要求：英语良好
- 职位月薪：面议
- 职位类别：Helpdesk 技术支持
职位描述
1. PURPOSE OF THE JOB
? This position will be responsible for the prompt service given to the end users as they contact the IS Helpdesk for IS technical support through call, email or user visit.
? This position will provide service request / incident / problem determination, recording, resolution or problem escalation for all IT products and services. These products and services include networks, PCs and related devices, software, systems and applications etc.
? The IS Helpdesk is responsible for all IS first level support for Shanghai Headoffice and its other companies in China.
2. PRINCIPAL ACCOUNTABILITIES
? Provide prompt courteous service to the end users.
? Determine the appropriate severity code for the problem.
? Provide first level support for product(s) of expertise.
? Accurately capture & Record information about every call and support in system: e.g. user’s information, short description; detailed service request or incident, resolution information, etc.
? Make sure incident resolved within pre-defined service levels timeline for the Helpdesk, whatever resolve it directly or forward service request/incident tickets to the appropriate support group for further action when necessary. Monitor the ‘open’ queue to ensure that support has acted on the dispatched ticket at appropriate priority that consists with defined severity code immediately escalate severity incident as per defined procedures and the standard notification schedule.
? Deal with dissatisfied users as per defined procedures and log complaints as necessary for further investigation/escalation.
? Maintain quality performance in handling calls and strive toward job mastery as identified in the Quality Call document and the Knowledge and Skills guidelines.
? Work as part of team to achieve Helpdesk performance goals and increase individual productivity.
? Keep up to date on supported software products.
? Completes special projects and tasks as assigned by Team leader.
? Develop problem resolution scripts with 2nd level support staff when workarounds are necessary.
3. KNOWLEDGE, SKILLS & EXPERIENCE
? Outstanding ‘interpersonal and soft’ skills.
? Excellent telephone skills; able to deal with all situations and to portray a customer service attitude over the phone. Outstanding ability to quickly establish rapport with users.
? Knowledge and experience in Active Directory, Windows operating systems and MS Office in a networked environment, including ability to troubleshoot problems.
? IS technical & PC problem resolution skills including hardware and software, system and applications.
? Excellent verbal, keyboard and written communication skills; should be fluent in English.
? Attention to detail, including full ticket documentation and completion.
? Highly motivated to solve problems.
? Works with a minimum of supervision.
? Ability to work under pressure.
该职位与第三方签合同
? This position will be responsible for the prompt service given to the end users as they contact the IS Helpdesk for IS technical support through call, email or user visit.
? This position will provide service request / incident / problem determination, recording, resolution or problem escalation for all IT products and services. These products and services include networks, PCs and related devices, software, systems and applications etc.
? The IS Helpdesk is responsible for all IS first level support for Shanghai Headoffice and its other companies in China.
2. PRINCIPAL ACCOUNTABILITIES
? Provide prompt courteous service to the end users.
? Determine the appropriate severity code for the problem.
? Provide first level support for product(s) of expertise.
? Accurately capture & Record information about every call and support in system: e.g. user’s information, short description; detailed service request or incident, resolution information, etc.
? Make sure incident resolved within pre-defined service levels timeline for the Helpdesk, whatever resolve it directly or forward service request/incident tickets to the appropriate support group for further action when necessary. Monitor the ‘open’ queue to ensure that support has acted on the dispatched ticket at appropriate priority that consists with defined severity code immediately escalate severity incident as per defined procedures and the standard notification schedule.
? Deal with dissatisfied users as per defined procedures and log complaints as necessary for further investigation/escalation.
? Maintain quality performance in handling calls and strive toward job mastery as identified in the Quality Call document and the Knowledge and Skills guidelines.
? Work as part of team to achieve Helpdesk performance goals and increase individual productivity.
? Keep up to date on supported software products.
? Completes special projects and tasks as assigned by Team leader.
? Develop problem resolution scripts with 2nd level support staff when workarounds are necessary.
3. KNOWLEDGE, SKILLS & EXPERIENCE
? Outstanding ‘interpersonal and soft’ skills.
? Excellent telephone skills; able to deal with all situations and to portray a customer service attitude over the phone. Outstanding ability to quickly establish rapport with users.
? Knowledge and experience in Active Directory, Windows operating systems and MS Office in a networked environment, including ability to troubleshoot problems.
? IS technical & PC problem resolution skills including hardware and software, system and applications.
? Excellent verbal, keyboard and written communication skills; should be fluent in English.
? Attention to detail, including full ticket documentation and completion.
? Highly motivated to solve problems.
? Works with a minimum of supervision.
? Ability to work under pressure.
该职位与第三方签合同
公司介绍
林德集团诚聘