源讯信息技术（北京）有限公司

Helpdesk L1Check in/out at the designated times with the Help Desk ManagerFollow the standard telephone call scriptAccurately log customer incidents into the Incident Tracking System either from a customer phone call or from a customer emailProvide 1st line telephone support on supported products by following generic fault finding techniques to isolate an incident and resolve by phone as much as possibleContinually review calls within HD Call Centre inbox and work on the incidents to resolutionCall referral to the appropriate venue support team or to appropriate expert when not able to resolveProvide comprehensive and detailed information to the customers on all calls resolved or referred to other support groupsStrictly adhere to the Incident Management Process and Help Desk policies and proceduresInform Help Desk Manager of any potential degradation of service, or incidents requiring escalation. Follow up with regular status reportsMaintain regular communication with groups who have had incidents referred to themUndertake all tasks allocated by the Help Desk ManagerSkills:Fluent in English and Chinese languagesGood telephone etiquetteHigh
-level telephone troubleshooting skillsExcellent oral communicationsExcellent customer service skillsAbility to work well under pressureAbility to work in a team environmentUnderstanding of PC (client and server) hardware, peripheral devices and basic networkUnderstanding of Microsoft operating system and Microsoft Office products

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