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Mandarin Service Desk-TL-Night Shift

爱渠西来科技(北京)有限公司

8-11k·12薪 72小时反馈

大连-甘井子区

本科及以上 4年以上 语言不限 年龄不限
Mandarin Service Desk-TL-Night Shift 爱渠西来科技(北京)有限公司

8-11k·12薪 带薪年假 定期体检 管理规范

应聘职位
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  • 带薪年假
  • 定期体检
  • 管理规范
  • 技能培训
  • 五险一金
  • 发展空间大
  • 公司规模大

职位描述:

General Description ---Team Leader
Job description for Service Desk Shift Lead profile.
Responsibilities
Provide technical expertise to the Service desk team
• Act as technical liaison between Service desk and IM support groups
• Maintain technical skill continuity and consistency of Service desk staff
• Ensure continuous improvement of services provided by the Service desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of Service desk staff to support new technology
• Maintain skills inventory of Service desk analysts and Work Request coordinators:
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between Service desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organize, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts
• Notification Escalation list, Service desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the Service desk including:
• Work distribution
• Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up
• Closing tickets
• Maintaining front end message
• Work closely with Service desk manager to implement technical action items related to the Service desk
• Assist Service desk manager in analyzing Service desk group and individual statistics:
• Ensure implementation of BOP (Best Operating Practices) in the Service desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small Service desk related projects.
• Backup Service desk Manager when Service desk Manager is out.
• Documentation of Service desk processes
• Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

Technical Requirements
• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills
• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology

Other Skills / Experience
• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• 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.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience
• Total : 3 - 4 years’ experience in Help Desk, Information Management, or Customer Service delivery field
• Relevant : 1-2 years of supervisory experience in managing technical Service desk or technical call center

Certification requirements
• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements
• Bachelors / Masters / Equivalent

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企业介绍:

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,在三十年后蜕变成为一家市值50亿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26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的核心价值和其首创的“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9万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。

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职位发布者

Joanna He / 招聘主管

爱渠西来科技(北京)有限公司

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