Asia Pacific Shared Service Center - IO Help Desk Technologist - Level G Job

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Job Description

Responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision.

MAIN ACTIVITIES/TASKS:

·Receives and logs customer problem/request/issues and ensures proper documentation.

·Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.

·Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.

·Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.

·Performs follow up on all incidents with customer to ensure customer satisfaction.

·Develops and maintains knowledge of the problem tracking software and database (Remedy).

·Develops and maintains knowledge of customer and customer specific business environment.

·Develops and maintains an understanding of customer Service Level Agreement.

·Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.

·Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.

·Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism

·Works independently and maintains a high-degree of professional conduct at all times

ESSENTIAL NON-TECHNICAL KNOWLEDGE & SKILLS:

·Excellent customer service skills

·Excellent communication and interpersonal skills

·Good problem solving and analytical skills

·Proficient in English language

TECHNICAL SCREENING CRITERIA (must meet 5 of the 6 criteria)

·Bachelor Degree in Computer Science (or equivalent degree)

·Minimum 1 year work experience with customer service support for PCs or in a customer service role

·Working knowledge of Microsoft Windows 2000 or Windows XP operating system

·Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)

·Working knowledge of internet email application (e.g. Microsoft Outlook, Lotus Notes, etc.)

·Experience troubleshooting network connectivity issues (e.g., LAN connectivity, dial-up connectivity, etc.)

·Language capability - Able to converse in Mandarin and Japanese. Ability to communicate in English is preferred but not essential.

Job: Technology
Primary
Location: China-Dalian
Organization: Internal Operations (Enterprise)
Schedule: Full-time

Job Segments: Help Desk, Technology