上海招聘

Position Description
Our Shanghai office is seeking a mature and experienced Service Desk Coordinator with an interest and knowledge in ICT, excellent communication skills, excellent customer service skills, and excellent time management skills.

Responsibilities
To help deliver Advance Vision Technology’s strategy the successful candidate will be responsible for:

? Coordinate service desk team resources by logging, assigning, managing and updating service requests to ensure contracted Service Level Agreements are met;
? Ensure logging of client incidents/requests are satisfactorily resolved, incident tickets are closed and updated in a timely manner;
? Analyse staff availability and capability to make inform decisions on workload distribution;
? Manage team rosters;
? Supporting IM (Infrastructure monitor) including daily checks to ensure clients IM is active and escalate incidents to team leader, managed services or services manager;
? Working collaboratively with all team members to deliver quality support to clients;
? Provide administrative support to ensure timely and accurate reporting of client, team or supplier documentation;
? Implementing ITIL standards to service desk team;
? Appropriate handling of internal service desk systems, policies, procedures and work instructions to ensure continuous improvement of services;
? Learning, understanding and embracing AVTech’s core solution portfolio and technology strengths;
? Accountable for reducing business risk from day to day activities;
? Able to communicate affectively between internal departments, clients and partners.

Skills, Experience, Qualifications and Personality Attributes
To help deliver AVTech’s strategy the successful candidate MUST HAVE the following skills, experience, qualifications and personality attributes:

? Skills & Experience
o 3+ years experience coordination and delivering level 1-2 support in a corporate or government ICT service desk environment;
o Strong computer literacy and proficiency in MS Office/antivirus/backup software;
o Solid experience delivering high quality customer service via phone and email;
o Solid working knowledge of service desk concepts and support strategies;
o Excellent communication and documentation skills;
o Excellent time management and service desk resource coordination skills;
o Ability to work independently but also foster and promote a team environment.

? Qualifications
o Tertiary degree (bachelors) most appropriate to the position described would a great advantage;
o ITIL knowledge or certification is preferred;
o Other known industry qualifications and certifications would be an advantage.

? Personality Attributes
o Professionally presented;
o Self-motivated and willing to work outside the normal business working hours to meet business and client expectations;
o A positive, results oriented and customer focused attitude;
o A desire to take responsibility and ownership to see actions/issues through to completion;
o The ability to adapt quickly to a changing environment that often requires proactive and innovative solutions;
o A flexible attitude.

Benefits of working at AVTech
AVTech’s strategy is simple: Provide the best quality solutions and the best customer service in the market. As a result we are looking for only the very best people to join our team.

When joining AVTech you will be joining a progressive and growing company that looks after its staff. AVTech provide an attractive remuneration package including:
? Training and certification;
? Provision of a company laptop;
? Other work related expenses (subject to approval).

Other benefits of working with AVTech include:
? Working with an Australian company that maintains the highest of quality standards and operational best practices;
? Working alongside other high calibre people;
? Excellent career path both horizontally in key infrastructure solution management areas, and vertically in department/country software management roles;
? The opportunity to travel locally, domestically and internationally;
? The opportunity to work with a variety of customers in different industries.


If you are interested in taking on the role of Service Desk Coordinator for Advance Vision Technology please send a letter of application along with your resume / CV to careers-cn05112014sdc@avtech.com.au

Advance Vision Technology (AVTech) has been the provider of ICT solutions to the Australian market since 1992. Our core focus is delivering flexible professional services to meet our customers’ business needs and to provide great relationship management along the way. Our team of highly trained specialists and our close alliances with technology partners allows us to provide complete end-to-end solutions from professional services to hardware and software procurement.
In China, we are focused on providing end-to-end solutions supporting our existing global clients and other foreign MNC’s companies in the region. We pride ourselves on delivering customer service excellence and quality solutions via proven methodology in this market.
Our business culture is one that is experienced, creative, flexible and client-focused. We seek and respect such qualities in our staff members.

Benefits of working with AVTech include:
*    Working with an Australian company that maintains the highest of quality standards and operational best practices;
*    Working alongside other high calibre people;
*    Excellent career path both horizontally in key sales and solution areas, and vertically in sales management roles;
*    Exposure to a variety of ICT solutions, ICT partners and tier 1 technology vendors (e.g. Microsoft, HP, IBM, Cisco, Citrix, VMware, Symantec, McAfee, etc.);
*    The opportunity to travel locally, domestically and internationally;
*    The opportunity to work with a variety of customers in different industries.