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Analyst IT Support

国家 Country
China
城市 City
Nanjing
招聘人数 # Positions
1

Job Overview 综述:

The Service Desk Analyst provides Level 1 remote technical support globally to Celanese employees and customers for software/hardware incidents, requests and inquiries as they relate to maintenance of desktop computers and related systems. This position reports to the Service Desk Team Leader.

Responsibilities 职责:

• Answer incoming calls to the Service Desk
• Provide first line response for users requiring assistance with issues relating to PC's, Microsoft Office, applications and basic network communications
• Provide basic administration of Access Management, End User Management, accounts and passwords
• Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool
• Escalate incidents to the appropriate IT operations resources in accordance with established procedure
• Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
• Drive the assigned Project activities
• Follow the monthly shift schedule and arrive before shift start
• Ensure continuous availability during shift in the telephony system following the internal break policy
• Ensure reasonable usage of availability statuses both in Telephony system and Chat
• Regular usage and update of the Knowledge Base articles
• Perform as per KPI, SLA, Quality and Objective requirements
• Continuous effort to meet high customer satisfaction
• Identify of any areas of improvement
• Own your career: work towards the goals, proactive development from internal and external sources
• Ready to be shifted in on-call during weekends
• In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor

Qualifications 要求:

• 2-3 years work experience is required

• College or Technical Institute degree in Information Technology or other related discipline preferred – (Advantage or Preferred) - May be substituted by 2 or more years of experience in a Help Desk/Call Center environment

• Customer friendly English and German communication skills (written and oral)
• Customer friendly Supported language communication skills (written and oral)
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers
• Successful delivery against commitments and deadlines
• Promotes and supports standardization and continuous improvement
• Proactive approach and strong process adherence

Apply 申请:

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Celanese Corporation is a global chemical leader in the production of differentiated chemistry solutions and specialty materials used in most major industries and consumer applications. Our businesses use the full breadth of Celanese's global chemistry, technology and commercial expertise to create value for our customers, employees, shareholders and the corporation. As we partner with our customers to solve their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation. Based in Dallas, Celanese employs approximately 13,000 employees worldwide and had 2023 net sales of $10.9 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.

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