Responsibilities: -Work closely with IT workplace manager in APAC for delivery of IT services. -Accountable for daily operations of workplace and service desk services -Ensure service availability, performance, usability, affordability and security -Escalations handling and issue resolution -Upgrades, enhancements, and replacements -Provide service desk support -Service Desk Services include: 1.Call Support Accept call in reaction time align with SLA. Support end user in APAC by telephone. 2.Ticket Support Collecting all necessary information in the call and create tickets in the system for call-in customer. Filtering tickets and solve the issues in ticketing tool as 1st level. Escalate to the responsible queue organization if it’s not in the working scope. Observe and track the ticket progress after escalate. 3.1st Level Support Manage application user accounts Create / Disable / Delete / Unlock account Password reset Manage user permissions. File / Printer / Wireless / etc… PC Help Desk support. Software Installation / Salesforce chatter / Citrix sharefile / VPN / MS Office / Printer / Anti-virus / patching / etc… Mobile phone support. Support IPhone IOS clients for company apps. 4.New support point documented and trained by 2nd level support. 5.Report Generate weekly / monthly hotline report for summarize the efficiency and quality. Collecting and sharing information for knowledge base and provide the evidence for improve efficiency and process.
Requirements: ? Around 1+ year experience working in IT teams with an operations environment ? Good communication skills in the English and Chinese language ? Customer-oriented minded ? Work strictly in accordance with rules and procedures ? Good team spirit and working enthusiasm, eager to learn new technology ? Education in IT or relevant major ? Proven teaming skills working together with individuals from other cultures ? Self-motivated even in high pressure situations ? Ability to interact with users and customers at all level ? Good understanding of service desk technology ? Ability to performing hands-on administrative tasks if/when needed ? ITIL certifications preferred