[上海]麦格纳汽车技术（上海）有限公司

职位：Service Desk Analyst, IT Operation[MII01136]
发布时间：2018-05-18
工作地点：上海
信息来源：前程无忧(51JOB)
职位类型：全职
职位描述
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.
公司简要介绍：
公司名称:麦格纳汽车技术（上海）有限公司
公司类型:外资（欧美）
公司规模:10000人以上
公司介绍:麦格纳国际总部位于加拿大安大略省，为全球第三大汽车零部件供应商，是财富 500强企业之一，2007年销售额达261亿美金。集团拥有224家工厂，84100名员工分布于北美，南美，墨西哥，欧洲，和亚太区。麦格纳拥有强大的产品范围,包括内饰系统，座椅系统，闭锁系统，金属车身和底盘系统，车镜系统，电子系统，塑料车身，车灯外饰系统，动力和驱动系统，顶蓬系统以及整车工程研发和总装。麦格纳在中国设立的第一分支机构至今已有雇员4000名。公司主页ww***com[点击查看]

麦格纳国际中国办公室，2004年2月开始筹建，2005年1月正式注册成立，宗旨在于向所有致力于中国汽车市场的麦格纳的分支提供支持。

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