职位描述：
Support Tasks:
1.1st level support
-Received requests by mail, phone or directly from the user
-Resolved simple issues
2.2nd level support
-Escalation to the regional & global support
-Coordinate until the case is resolved/closed
3.Client support
-PC preparation (imaging) & deployment
-PC move or replacement
-Software installation & configuration
4.Telecom support
-Received Telecom/AV requests
-Coordinate with the telecom vendor support until the request is completed
5.Procurement
-Evaluate hardware/software/service request
-Coordinate on processing the order such as the quoting, delivery, billing, etc.
6.Administration
-Backup routine
Check, log and change tapes
Prepare tapes for off-site
-Helpdesk Call Registry (Remedy System)
All helpdesk calls must be entered in the Remedy System
-Time Tracking Registry (Mercury System)
Weekly time tracking date must be entered in the Mercury System
-Daily Logs (Excel file)
Daily logs can be recorded using the Excel template (optional)
-Asset Management (Excel file, AD)
Any hardware/software changes must be recorded in the Asset Management Excel file and in the Active Directory
-Document Repository (H: drive)
Any documentation must be stored in the GO&I document repository.
7.Special Projects
-Participate on special projects if required
Support Criteria:
1.Availability – Staffs must always be assigned and present in the sites, must holding legible working permit in Hong Kong
2.Bilingual – Staffs must be able to speak Japanese and English
3.Knowledge – Staffs must have the proper helpdesk knowledge
4.Customer Service – Staffs must have complete knowledge of handling users as customers.
5.Cost efficiency – The cost must be reasonable.
Technical Requirements:
1.Client OS – Windows XP (English based with Japanese multi-lingual pack)
2.Basic Software – MS Office 2000, 2003;
3.Servers – Windows 2000, 2003, MS Exchange 2000
4.Applications – Customized locally and globally
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