上海招聘

职位描述：
IT Service Desk Analyst - Your Future Position?

As a Service Desk Analyst in our company, you will be in line with organization’s objectives and business needs, provide functional and technical support in Workplace Services area. Sound interesting? It could well be your perfect opportunity. If, like us, you always aim to exceed customer needs, deliver value and skilled at fostering strong relationships. In this exciting role you will:

Technical Support
- Involved in Incident, Problem and Service Request Management
- Provide physical IMAC support for multiple hardware
- Log requestor incidents received by phone, email or other communication channel
- Provide workarounds and solutions based on Service Level Objectives
- In the case of Problem Management, report/escalate issue to Bundle Manager
- Propose or recommend IM&T Services modifications to the Bundle manager to reduce user impact
- Participate to IM&T Service testing, deployment and stabilization
- Maintain and stays current with evolving Information technology
- Contribute in all aspects of Continuous improvement

Communication
- Update and acknowledge tickets logged by requesters and communicate about resolution progress.
- Provide basics end-user training or instruction on workplace services.
- Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
- Share support knowledge with peers in the same team and maintain associated documentation
- Escalate significant issues or outages to the management
- Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security
- Ensure security rules implementation as per the policies.

You?
Are you someone who wants to grow shape your own world? Who thrives being in a culture where you can express yourself in creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? Then come to join us – and impact your world.

Your professional profile includes:
- University degree in IT related degree. Certification/Training in the assigned area will be an added advantage.
- Minimum 2 years of experience in domain of expertise
- Fluent in English & one other language. Additional language is a plus
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
- Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc.)
- Basic Knowledge in SAP system (account, print)
- ITIL qualification is preferable but not essential
- Knowledge about business processes

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