源讯信息技术(北京)有限公司

Helpdesk L1 Check in/out at the designated times with the Help Desk Manager Follow the standard telephone call script Accurately log customer incidents into the Incident Tracking System either from a customer phone call or from a customer email Provide 1st line telephone support on supported products by following generic fault finding techniques to isolate an incident and resolve by phone as much as possible Continually review calls within HD Call Centre inbox and work on the incidents to resolution Call referral to the appropriate venue support team or to appropriate expert when not able to resolve Provide comprehensive and detailed information to the customers on all calls resolved or referred to other support groups Strictly adhere to the Incident Management Process and Help Desk policies and procedures Inform Help Desk Manager of any potential degradation of service, or incidents requiring escalation. Follow up with regular status reports Maintain regular communication with groups who have had incidents referred to them Undertake all tasks allocated by the Help Desk ManagerSkills: Fluent in English and Chinese languages Good telephone etiquette High
-level telephone troubleshooting skills Excellent oral communications Excellent customer service skills Ability to work well under pressure Ability to work in a team environment Understanding of PC (client and server) hardware, peripheral devices and basic network Understanding of Microsoft operating system and Microsoft Office products