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| 搜索工作首页 > 西门子（中国）有限公司 （Siemens Ltd.，China） > IT Helpdesk Engineer (Level One) |
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IT Helpdesk Engineer (Level One) |
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| IT Helpdesk Engineer (Level One)职位说明及要求 | |
| Business Area:Information & Communications Goals/Mission The primary responsibility of the Service Desk Analyst is to act as single point of contact for technical support (includes resolving of customer services issues) regarding a defined I&C product spectrum and standard software listed in the Service Desk Portfolio or customer specific solutions. In addition the Service Desk Analyst performs basic remote user administration. This role may require the need to work on a shift basis to provide 7*24 remote support Tasks ? Accepts and documents all incoming incidents ? Classifies and Dispatches Service Requests to appropriate / defined workgroup for further processing ? Classifies faults and provides Initial Support: resolves faults with the help of solutions or workarounds provided by a Knowledge Management System or using remote support and diagnostic tools ? Based on agreed resolution time develops or initiates (where possible) and documents work-around procedures ? Advises customer of identified/developed solution or workaround or forwards incidents/ faults that have not been processed to subsequent support levels ? Provides status check information for customers ? If required initiates defined escalation procedures to ensure SLA‘s are met Education Bachelor Degree or above Knowledge/Languages ITIL (nice to have) Time management Organizational Skills Hardware: Basic Software: Office Package， Databases， Operating Systems Networks: Basic Capabilities Initiative Ability to learn Ability to analyze Team skills Networking skills Goals/Mission The primary responsibility of the Service Desk Analyst is to act as single point of contact for technical support (includes resolving of customer services issues) regarding a defined I&C product spectrum and standard software listed in the Service Desk Portfolio or customer specific solutions. In addition the Service Desk Analyst performs basic remote user administration. This role may require the need to work on a shift basis to provide 7*24 remote support Working Partners/Contacts Internal: technical analysts， team lead， internal reporting lines， training department， quality assurance department External: customer， 3rd parties (external lines of service or vendors) Tasks ? Accepts and documents all incoming incidents ? Classifies and Dispatches Service Requests to appropriate / defined workgroup for further processing ? Classifies faults and provides Initial Support: resolves faults with the help of solutions or workarounds provided by a Knowledge Management System or using remote support and diagnostic tools ? Based on agreed resolution time develops or initiates (where possible) and documents work-around procedures ? Advises customer of identified/developed solution or workaround or forwards incidents/ faults that have not been processed to subsequent support levels ? Provides status check information for customers ? If required initiates defined escalation procedures to ensure SLA‘s are met Education Bachelor Degree or above |
| 西门子（中国）有限公司 （Siemens Ltd.，China）地址和其它联系方式 | |
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电子邮箱：recruit.smec@siemens.com 公司网址： www.siemens.com.cn |