helpdesk

Responsibility:
? Support IT users through incoming calls, instant messaging, emails an d self-service tool generated tickets.
? Resolve reported incidents/requests in a timely manner, meeting agreed operational an d service SLAs, at the right level of quality an d with high customer satisfaction.
? Keep IT users informed of the status of their case handling; use service-oriented, not only technology-oriented approach.
? Demonstrate developed customer focus skills an d courtesy to the customer, especially for technically complex cases.
? Contribute to Service Desk Call Centre availability by handling multiple user contacts at the peak call centre hour.
? Work with other Mars IS teams to solve IT user tickets.
? Search for opportunities to improve operation/service delivery, recommend improvement an d seek for approval to implement.
? Roles/Activities （depending on assignments, examples below）:
- Main contact to review operations with local teams
- Working Shift organization
? Contribute to high collaboration MIS Service Desk team.

英文要求六级
Requirements:
Note: May differ from the current job holder’s own skills an d experience.
1. Education & Professional Qualification
? Bachelor’s degree Ｏr equivalent in experience
? IT education would be preferred
? ITIL certification would be desirable

2. Knowledge/Experience
? Basic/advanced technical skills
? Experience working in a team delivering IT operations/service Ｏr fresh graduated but with strong potential is recommended （Have experience in club activities Ｏr campus project experience is preferred）
? Ability to quickly gain knowledge of Mars technology an d application environment.
? Good English language skills both verbal an d written.
? Strong analytical an d problem solving skills
? Strong customer service skills
? Strong communication skills