浏览原职位详情
- 职位介绍
- Responsibilities 1. Lead a service desk shift that will contain 8 – 10 file transmissions analysts to exemplify a customer-focused culture. 2. Focus on the swift resolution of incidents, with a target to resolve 90% of incidents via the service desk and continually reduce MTTR. 3. Take ownership of call queue(s); ensure tickets are managed, allocated, escalated, and resolved within SLA’s. 4. Report on statistics relating to incidents, problems, resolutions, escalations, aged tickets, updated tickets and ensure KPI’s are on track. 5. Proactively identify problem situations, review the problems, engage associates to plan for investigation, and resolution within SLAs. 6. Understand the set objectives and work collaboratively with peers within the service desk function to achieve organizational goals. 7. Create / maintain knowledge base through documentation in Confluence. Requirement 1. Bachelor’s degree and above, 5+ years of work experience and proven track record as Service Desk Manager or similar. 2. Experience with Managed File Transmission technologies / products. 3. Service delivery, including incident & problem management, service improvement, reporting and trend analysis. 4. Managing a service desk through ITIL framework, Strong knowledge of ITSM and ITAM principles. 5. Knowledge in production support, release management, delivery artifacts and delivery management, team management experience. 6. A strong level of IT literacy, including a broad knowledge of IT infrastructure (operating systems, networking, security). 7. Strong written and verbal communication skills in English, Cantonese and Putonghua, with the ability to translate complex technical information into an engaging and understandable format for customers and business leaders.
猎聘温馨提示：
- 1. 如您发现平台内招聘方存在以下违规行为的，请立即举报
-
- a. 扣押您的身份证件或者其他证件；
- b. 要求您提供担保人、担保金或者以其他名义向您收取财物（ 如培训费、体检费、资料费、置装费、押金等）；
- c. 强迫您入股或者向您集资；
- d. 以招聘名义牟取不正当利益；
- e. 发布虚假招聘广告信息；
- f. 工作时长违反劳动法规定；
- g. 存在其他损害您的合法权益的行为。
- 2. 如您应聘的岗位属于涉外劳务合作/海外岗位的，请务必核实招聘方对外劳务合作资质取得情况，同时注意自身资金安全，防范招聘欺诈。
- 了解更多安全防范知识>
猜你喜欢
董女士
人事主管
林女士
招聘资深专员
吴女士
招聘专员
马女士
招聘经理
谢女士
HR Manager
李女士
招聘及员工关系经理
纪女士
人力资源专家
王女士
招聘主管
张先生
高级招聘主管
侯女士
招聘专员
何先生
人事经理
元女士
HRBP
薛女士
人事经理
吴女士
招聘专员
邓先生
业务HR合伙人
和先生
人力资源经理（HRBP）
常女士
Recruiter
陈女士
人力资源中心经理
1
2
3