[上海]麦格纳汽车技术（上海）有限公司

公司官网:ww***com[点击查看] 职能类别:网络管理(Helpdesk)

Description

The Services Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

This role will report to the regional Customer Services Manager.

Responsibilities

? Field incoming requests to the Service Services via both telephone, e-mail and in person to ensure courteous, timely and effective resolution of end user issues.

? Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

? Utilization of existing Magna Global IT Service Management tools.

? Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Systems Analysts.

? Develop help sheets and FAQ lists for end users.

? Manual Dispatching of a ticket to the right solver group.

? 1st Level Support: Resolve and close ticket within the Service Desk.

? Manual Managing and fulfillment of Tasks created per Service Request / Booking

? Proactive Monitoring and Major Incident Management

Position Requirements

Formal Education & Certification

? College diploma or university degree in IT related field.

? Prefer certification of ITIL Foundation, ITIL Operational Support and Analysis.

Knowledge & Experience

? Knowledge of basic computer hardware, including laptops/desktops, printers and other peripherals.

? Good interpersonal skills, with a focus on rapport-building, listening and questioning skills.

? Good documentation skills.

? Good in English written and oral communication skills.

Personal Attributes

? Ability to absorb and retain information quickly.

? Ability to present ideas in user-friendly language.

? Keen attention to detail.

? Ability to effectively prioritize and execute tasks in a high-pressure environment.

? Good customer service orientation.

? Good working in a team-oriented, collaborative environment.

Work Conditions

? Irregular working time: Two teams to cover 7 days x 12 hours x 365 days. Join one team to work.

? Sitting for extended periods of time. Working on holiday & weekend probably.

? Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

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