Analyst IT Support

发布日期 Posted Date 3 weeks ago(11/9/2023 4:08 PM)
国家 Country
城市 City
Qinhuai District
招聘人数 # Positions

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:

  • Customer friendly Japanese English and Mandarin 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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