MNC에서 IT helpdesk 구인합니다.

주요 업무는 전화로 client  들의 IT 시스템 문의 답변 및 troubleshoot 하는 업무입니다.

자세한 건 아래 첨부 확인해 주시고 지원자는 영문이력서를 kellyhyunj@gmail.com으로 보내주시기 바랍니다.

To keep us ahead of the game we need a Service Desk Analyst (End User Computing) right away!

In this exciting role, you primarily responsible for the configuration support and on-going maintenance of ITSM data & process automation that underpins the services we deliver to internal business units and external clients. The role will provide technical leadership in defining our service capability and will be involved in the design of monitoring and reporting processes, following the Global Services Operating Architecture (GSOA).

What we will expect you to do: 

Responsibilities

• Act as the single point of contact for clients to report incidents, problems and assist to raise service requests
• Ensure client’s call and request are promptly handled, recorded, follow-up and properly handed over to the subsequent shift with updates and according to the commitments stated
• Create cases by logging details of incidents, problems and service requests completely and accurately
• Provide first-level technical support and diagnosis to users for troubleshooting and resolution of cases according to SLA; via phone, email and remote assistance and perform necessary escalation to next level support as required
• Provide excellent customer service and support to ensure customer satisfaction
• Prepare documentation to be included in knowledgebase to share any findings and knowledge with the team

Requirements

• A Diploma / Degree in Computer studies or Information Technology or equivalent
• Must possess good command of Cantonese, Mandarin & English language speaking capabilities
• Minimum 2 years of experience in an IT Service Desk / IT Support environment
• Relevant experience in End User Computing devices e.g. laptops, desktops, printers, with End User Computing software and configuration e.g. Microsoft Office Applications, Email, VPN, Antivirus, IE, Network connectivity… etc
• Good to have POS (point of sale) machines exposure, but not mandatory
• Excellent customer service attitude and good communication skills
• Good phone etiquettes and customer service soft skills
• Proactive, positive personality with a ‘can-do’ attitude in a Helpdesk environment
• Excellent team player to deliver high quality services and to exceed client expectations
• Able to work independently and effectively under pressure
• Willing to work on shift

Remarks: Fresh university graduates or candidate with less experience with good communication and interest to work in a helpdesk environment will also be considered for junior position.