Specialist IT Support

发布日期 Posted Date 1 month ago(23/9/2021 10:21 AM)
国家 Country
China
城市 City
Nanjing
招聘人数 # Positions
1

Responsibilities 职责:

• Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.

• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals in accordance with IT operations policy and procedures.

• Escalates incidents to the appropriate IT operations resources in accordance with established procedure.

• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.

• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes

• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.

• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures

Qualifications 要求:

• Assist in documenting and improving Service Level Agreements for IT related services
• Create reports on Incident, Problem, Change, Capacity, Availability, Security and Configuration Management activities
• Confer with technical personal and managers to develop, implement, and improve organizational and project processes to establish the ITIL processes before new services go into production
• Coordinate and schedule Incident rehearsals as necessary
• Coordinate projects as assigned
• Use performance dashboards regularly
• Support Major Incident troubleshooting and work towards quick resolution
• Continuous utilization of ServiceNow as the single source of truth for ticketing and documentation
• Perform as per KPI, SLA, Quality and Objective requirements
• Own your career: work towards the goals, proactive development from internal and external sources
• In the case of a Major Incident, overtime may be requested by the direct supervisor

Apply 申请:

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