您所在位置：主题：[活动]ＩＴ猎头高薪诚聘：服务台支持专员
zhonghj
[专家分：0] 发布于 2009-11-16 12:43:00
职位编号：027
职位名称：Service Desk Support Specialist（服务台支持专员）
工作性质：全职
性 别：不限
发布时间：2009-11-0９
工作地点：上海
简历语言：英文和中文
薪水范围：面议
招聘人数：2
年 龄：不限
学 历：本科
工作年限：3-5年以上
外语要求：英文熟练
职位要求
Position Summary/Purpose
This position is responsible for providing remote first and second level advice/service support to Information Services' internal customers relating to installation, maintenance, procurement, use and repair of Asia-Pacific's IT internal resources including providing call taking and escalating, where applicable, to third level Information Services support engineers. This position is also responsible for ensuring the required levels of service and customer satisfaction are maintained.
Main Activities
• Providing first and second level support by typically voice and electronic means, creating solutions to technical/application client problems and queries.
• Allocating the necessary resources to resolve client problems and queries in an effective and timely manner.
• Manage escalated issues and ensure customer satisfaction at all times.
• Sharing information/best practices amongst the team and delivering technical training to other team members.
• Attending relevant product and skill courses and contributing to the growing body of knowledge of the group.
• Maintaining a database of customers through regular follow-up of problems and queries - keeping accurate records of support activities
• Keeping management aware of potential areas for systems and service provision improvements.
Challenges/Problem Solving
• Comprehending complex problems and being able to deliver a solution within a time poor environment.
• Remaining composed in stressful situations.
• Delivering a level of service at least equal to customers' expectations.
Qualifications and Experience Required
Essential
Familiarity with:
• Windows XP/Vista
• Internet Explorer configuration (e.g. proxy settings, security zones, etc)
• Microsoft Office Suite 2003/2007
• At least 1 year in a technical support role
• Basic Active Directory Administration
• Windows file and share permissions
• TCPIP (basic understanding)
• System and network security best practices. Certifications preferred.
Desirable
Familiarity with:
• Microsoft Certified Professional
• Microsoft Windows Server
• IIS (basic understanding)
• Anti-virus applications
• Data backup applications and methodologies
• Mandarin language communication skills
Skills and Abilities
Essential
• Strong customer service orientation
• Excellent communication skills for understanding technical problems and clearly explaining solutions to both technical and non-technical customers at all levels.
• Ability to deal with busy, high-pressure situations
• Ability to focus on the task at hand
• Active listening skills
• Ability to provide quality support to remote users
• Ability to prioritise
• Excellent record keeping and organisational skills
Behavioural Competencies
Essential
• Customer Service Orientation – Proactively developing customer relationships by using sound listening skills to develop clear understand the customer's needs; anticipating and providing solutions to customer issues; giving high priority to customer satisfaction.
• Energy – Consistently maintaining a high productivity level.
• Innovation – Generating creative solutions to work situations; trying different and novel ways to deal with problems and opportunities when appropriate.
• Team work – Working effectively within the Information Services team to accomplish team goals; taking actions that respect the needs and contributions of others in the team; contributing to the team by freely exchanging information to build on others’ ideas; accepting the consensus; asking for help as required and encouraging others; tailoring own goals to align with the teams goals.
• Resourceful – Exercising the ability to locate resources and information that can assist in problem solving and decision making
• Prioritisation – Ability to measure urgency of tasks and make an informed decisions as to which task requires the most urgent attention.
• IT Industry Focused – A desire to further develop their career in the IT industry.
We would prefer someone with 5+ years experience. Someone more senior who could potentially have a second local IT resource that they would lead.
请在简历中特别注明应聘职位，并有相关的服务案例呈现
联系方式
电话：021-64084300
邮箱：jackz@mywaysh.com
MSN：swqs8@hotmail.com
职位名称：Service Desk Support Specialist（服务台支持专员）
工作性质：全职
性 别：不限
发布时间：2009-11-0９
工作地点：上海
简历语言：英文和中文
薪水范围：面议
招聘人数：2
年 龄：不限
学 历：本科
工作年限：3-5年以上
外语要求：英文熟练
职位要求
Position Summary/Purpose
This position is responsible for providing remote first and second level advice/service support to Information Services' internal customers relating to installation, maintenance, procurement, use and repair of Asia-Pacific's IT internal resources including providing call taking and escalating, where applicable, to third level Information Services support engineers. This position is also responsible for ensuring the required levels of service and customer satisfaction are maintained.
Main Activities
• Providing first and second level support by typically voice and electronic means, creating solutions to technical/application client problems and queries.
• Allocating the necessary resources to resolve client problems and queries in an effective and timely manner.
• Manage escalated issues and ensure customer satisfaction at all times.
• Sharing information/best practices amongst the team and delivering technical training to other team members.
• Attending relevant product and skill courses and contributing to the growing body of knowledge of the group.
• Maintaining a database of customers through regular follow-up of problems and queries - keeping accurate records of support activities
• Keeping management aware of potential areas for systems and service provision improvements.
Challenges/Problem Solving
• Comprehending complex problems and being able to deliver a solution within a time poor environment.
• Remaining composed in stressful situations.
• Delivering a level of service at least equal to customers' expectations.
Qualifications and Experience Required
Essential
Familiarity with:
• Windows XP/Vista
• Internet Explorer configuration (e.g. proxy settings, security zones, etc)
• Microsoft Office Suite 2003/2007
• At least 1 year in a technical support role
• Basic Active Directory Administration
• Windows file and share permissions
• TCPIP (basic understanding)
• System and network security best practices. Certifications preferred.
Desirable
Familiarity with:
• Microsoft Certified Professional
• Microsoft Windows Server
• IIS (basic understanding)
• Anti-virus applications
• Data backup applications and methodologies
• Mandarin language communication skills
Skills and Abilities
Essential
• Strong customer service orientation
• Excellent communication skills for understanding technical problems and clearly explaining solutions to both technical and non-technical customers at all levels.
• Ability to deal with busy, high-pressure situations
• Ability to focus on the task at hand
• Active listening skills
• Ability to provide quality support to remote users
• Ability to prioritise
• Excellent record keeping and organisational skills
Behavioural Competencies
Essential
• Customer Service Orientation – Proactively developing customer relationships by using sound listening skills to develop clear understand the customer's needs; anticipating and providing solutions to customer issues; giving high priority to customer satisfaction.
• Energy – Consistently maintaining a high productivity level.
• Innovation – Generating creative solutions to work situations; trying different and novel ways to deal with problems and opportunities when appropriate.
• Team work – Working effectively within the Information Services team to accomplish team goals; taking actions that respect the needs and contributions of others in the team; contributing to the team by freely exchanging information to build on others’ ideas; accepting the consensus; asking for help as required and encouraging others; tailoring own goals to align with the teams goals.
• Resourceful – Exercising the ability to locate resources and information that can assist in problem solving and decision making
• Prioritisation – Ability to measure urgency of tasks and make an informed decisions as to which task requires the most urgent attention.
• IT Industry Focused – A desire to further develop their career in the IT industry.
We would prefer someone with 5+ years experience. Someone more senior who could potentially have a second local IT resource that they would lead.
请在简历中特别注明应聘职位，并有相关的服务案例呈现
联系方式
电话：021-64084300
邮箱：jackz@mywaysh.com
MSN：swqs8@hotmail.com