宜昌招聘

I. General Responsibilities
l Provide 2nd level technical support to the helpdesk 1st line team to meet the business and user satisfaction target of the helpdesk team. Lead the way with contribution to improve the efficiency and quality of the IS service.

II. Baseline & Principal Responsibilities
l Provide the backline support to the helpdesk 1st line team, handle the escalated end user calls, and coordinate with the backend support team to process the operation or troubleshooting.
l Manage the problem process, send internal notice, monitor the root cause investigation, validate the workaround/solution, coordinate between helpdesk and backend team during the problem resolving, and review the problem by monthly.
l Provide the VIP user support, to ensure the customer satisfaction to meet the target.
l Manage the helpdesk internal systems and resources, maintaining systems by monitoring and correcting defects. (KB system, Cookbook system, NAS system, BlackBerry mobile, and 3rd party support resource)
l Analysts examine existing service models and flows of daily operation data of helpdesk, to find out the challenges and opportunities of the IS service. To investigating new technologies or design an appropriate improved solution, once it is approved, work closely with the 1st line team to implement the solution. Continue to lead the developing in the technical strength.
l Lead helpdesk internal project to achieve all of the project goal, to improve the efficiency and productivity of the IS or business service. Involve the IS/User projects of other teams.
l Writing operational documentation and manual with technical authors. And be responsible for the knowledge transfer of new system, organize internal training and feedback.

III. Minimum Educational Qualification Requirements
l Bachelor’s degree in computer or related field, MCSE is preferred or equivalent work experience.
l 3+ years of experience in IT Helpdesk.
l Excellent IT support knowledge and experience with Windows / Lotus Notes environment of more than 100 users.
l Problem solving ability – identify and resolve.
l Planning and Organizational skills. Project manager is preferred or equivalent work experience.
l Strong communication and relationship building skills.
l Experience with internal trainer.
l Excellent English written and verbal communication skills.
l Demonstrated customer focus with the ability to build effective working relationships with all stakeholders.
l Strong team player able to work effectively with diverse groups.

ABB（ABBN: SIX Swiss Ex）是全球技术领导企业，致力于推动行业数字化转型升级。基于超过130年的创新历史，ABB以客户为中心，拥有全球领先的四大业务——电气、工业自动化、运动控制、机器人及离散自动化，以及ABB Ability数字化平台。ABB电网业务将于2020年转让给日立集团。ABB集团业务遍布全球100多个国家和地区，雇员达14.7万。ABB在中国拥有研发、制造、销售和工程服务等全方位的业务活动，44家本地企业，近2万名员工遍布于130余个城市，线上和线下渠道覆盖全国约700个城市。