助理IT经理岗位职责

IT经理助理(驻外企)深圳市卓越方达科技有限公司深圳市卓越方达科技有限公司,卓越方达Responsibilities:

1.ManageateamofServiceDeskrepresentativestoensurethehighestqualityofcustomerserviceandtimelyresolutionofenduserissues

2.MonitortheperformanceofServiceDeskresources,whichincludesensuringthecompletenessofassignedtasks,addressingandresolvingperformancerelatedissues,providingfeedbackonday-to-dayperformance,preparinganddeliveringperformanceevaluations,andidentifyingandaddresstrainingneeds

3.Manageandcoordinateurgentandcomplicatedsupportissues.Actasescalationpointforallrequestsandincidentsbydevelopingescalationprocessestoensurefreeflowingescalationandinformationwithintheorganizationanddeterminingrootcauseofissuesandcommunicateappropriately

4.Overseethesolutionsrepositoryandensurethehighestqualitysolutionsareavailabletothestaff

5.Developaneffectiveframeworkformanagingandimprovingcustomersupportintheorganization.Advisemanagementonsituationsthatmayrequireadditionalclientsupportorescalation

6.ProvidedataandreportofKPI'sandtrendstoITManager

7.Manageprocessforcommunicatingoutage/emergencyactivitiestotheorganization

8.Train,coachandmentorServiceDeskstaffsincludingcareerdevelopment.Overseestaffactivities

Withprojectskillforoperationenhancementandserviceexpansion

9.Abilitytomanageoverseateamandwiththesameperformancewithhandoffice

Qualifications&Experiencerequired:

1.DegreeinComputerScienceorequivalent

2.With3-5yearsinasupervisoryrolewithinanITServiceDesk.StrongbackgroundinmanagingaServiceDeskenvironmentishighlypreferred

3.WithstrongexperienceonWindows10,MSOfficeXXXX年,Office365&Outlook

4.Withsolidbackgroundinprovidingcustomerservicetoseniormanagementandtheabilitytoexplaintechnicalconceptstonon-technicalusersandcommunicatewithalllevelsofpeopleeffectively

5.Excellentcustomerservice,interpersonalandcommunicationskills

6.Aproductiveandreliableteammemberwithexcellentworkethic,andabletoworkindependentlytowardgoals

7.ProficiencyinbothwrittenandspokenEnglishandChinese