职位描述：
L1/2 profiles in Shanghai / Singapore / Mumbai to man the Service Desks for Customer in Asia.
General:
This person should have a profile to man a Service Desk where everything is organized in the pure remote sense. The three of them will form a virtual service desk, together with their colleagues in EMEA and Americas.
We plan to start with a call center organization where those people will take a lead role. Later ( July ) the rest of the Customer will join the call centers.
The idea is to have the L1 service desk operated by skilled personnel to achieve a First Fix rate of 70 %, therefore the necessary skill set needs to be broad, with additional detail knowledge that could make them specialist in that area.
Start date:
Starting at the latest beginning of April - preferably as of 15/03/07 due to training requirements.
Technical / Soft skills:
- Intel based workstations/peripherals integration, configuration, diagnostic and troubleshoot including internal components, imaging and printing peripherals, communication peripherals, screens, PDA...
- Intel based servers basic integration
- Practical knowledge of ITIL procedures
- Windows XP: Installation, advanced configuration (OS, Services, security, mass deployment), management and troubleshoot.
- SAP front-end setup and connections troubleshoot
-Office products : Installation, advanced configurations and support for macros and troubleshooting
- General network components : Configuration and troubleshooting
- Tools & utilities : broad skill set with additional detail knowledge that could make them specialist in that area
- Lotus notes client installation and configuration / databases
- BPCS / AS400 knowledge is a to be considered as an extra, though not required
- Citrix management console
- Worked with Service Management tools (ideally HP Open View);
Languages:
- The Shanghai candidate should be able to communicate in English and Chinese Mandarin;
Other:
- Telephone skills;
- Able to work efficiently as well in a team (looking at the virtual setup);
- Appreciates changes and change management;
- Not only technical minded but with interests in any work situation for the best solution for the end user;
- Very patient and didactic attitude with users;
- Stress resisting;
Training:
The agents will be trained in the processes of HP Open View; If needed we will bring them over to Belgium to train them ; The idea is to make all procedures & setup equal in all 3 regions, therefore all agents need to be on the same level of expertise. It would be ideal to have a profile of somebody who already worked in a similar setup.
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