Service Desk Engineer (18 openings in Dalian)
Support
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Purpose:
Service Desk
1. Helps customers to clearly explain and document their technical issue and provide known solutions to known problems.
2. Assists customers to interact with GRID.
3. Engineers have general product knowledge and will assist with problem definition, diagnostics and escalation management
4. Is responsible for duties such as translation (where required),
5. Responds and owns to resolution support process related SRs (for example Metalink usage problems/questions)
6. Responds to incoming phone calls, monitoring specific queues and catching exceptions to the process.
Scope:
1. Responds to all incoming calls, from both external and internal customers regarding Product Support.
2. Each engineer will be specialised at a Bluebox product area level with a focus on problem definition, diagnostics and escalation management.
3. Reports to a Service Desk Manager
4. Has no direct reports
Foreign Language:
5. Translates SRs within language scope where required
6. Provides an intelligent technical first response for incoming phone calls and new Metalink SRs from Non English speaking countries within language scope.
Responsibilities:
The Service Desk engineer is responsible for duties such as
1. Answering incoming phone calls and providing an initial technical response to customers' initial technical questions (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. If Service Desk engineers are able to provide a known solution to a known problem then they will attempt real time closure, otherwise diagnostics will be collected and the SR will be passed (now with a clear problem description and with verified diagnostics collected) to GRID for further examination
3. Proactively assisting customers to collaborate with GRID with a particular focus on encouraging collaboration and the use of OWC,
4. Being a single point of contact (customer local time zone) for escalated and critical SRs.
5. Uses SR quality guidelines when placing entries in SRs including ODM Tags
6. Monitors a number of Service Request queues for critical SRs and for process exceptions
7. Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
8. Notes any problems with system or process and reports to the Shift Manager
9. Follow up SRs that are identified as critical to avoid process failure and provide technical assistance where possibleForeign Language:
1. Performs technical first response in local language for all new Metalink SRs logged by non-English speaking countries (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. Uses QMON to identify new local language SRs and takes ownership of unowned SRs
3. Encourages customers to use English versus local language for SR resolution however where required Service Desk engineer will provide translation (verbal or written) to assist customers to work with English Grid
Competencies:
Personal Competencies
1. Excellent communication skills in Mandarin, Korean and English
2. Ability to manage multiple priorities
3. Personal drive
Inter-personal Competencies
1. Customer Focus
2. Effective Communication
3. Team-working
Professional Competencies
1. Maintain knowledge of current Oracle business flows
2. 1-2 years plus technical knowledge in at least one general product area (usually at a "Bluebox" level of specialisation-specific level of specialisation would depend on team structure)
3. Self-motivated. Eager to keep technical skills current while balancing between working and self-training
4. Specifically skilled in problem description and diagnostic gathering (Issue Clarification and Verification, Data Collected and Research in ODM terms)
5. Excellent customer handling skills
6. Good verbal and written skills in English
7. Excellent verbal and written skills in Mandarin and Korean
8. Strong understanding of Service Desk guidelines and processes
联系方式：
Service Desk Engineer (18 openings in Dalian)
Support
--------------------------------------------------------------------------------
Purpose:
Service Desk
1. Helps customers to clearly explain and document their technical issue and provide known solutions to known problems.
2. Assists customers to interact with GRID.
3. Engineers have general product knowledge and will assist with problem definition, diagnostics and escalation management
4. Is responsible for duties such as translation (where required),
5. Responds and owns to resolution support process related SRs (for example Metalink usage problems/questions)
6. Responds to incoming phone calls, monitoring specific queues and catching exceptions to the process.
Scope:
1. Responds to all incoming calls, from both external and internal customers regarding Product Support.
2. Each engineer will be specialised at a Bluebox product area level with a focus on problem definition, diagnostics and escalation management.
3. Reports to a Service Desk Manager
4. Has no direct reports
Foreign Language:
5. Translates SRs within language scope where required
6. Provides an intelligent technical first response for incoming phone calls and new Metalink SRs from Non English speaking countries within language scope.
Responsibilities:
The Service Desk engineer is responsible for duties such as
1. Answering incoming phone calls and providing an initial technical response to customers' initial technical questions (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. If Service Desk engineers are able to provide a known solution to a known problem then they will attempt real time closure, otherwise diagnostics will be collected and the SR will be passed (now with a clear problem description and with verified diagnostics collected) to GRID for further examination
3. Proactively assisting customers to collaborate with GRID with a particular focus on encouraging collaboration and the use of OWC,
4. Being a single point of contact (customer local time zone) for escalated and critical SRs.
5. Uses SR quality guidelines when placing entries in SRs including ODM Tags
6. Monitors a number of Service Request queues for critical SRs and for process exceptions
7. Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
8. Notes any problems with system or process and reports to the Shift Manager
9. Follow up SRs that are identified as critical to avoid process failure and provide technical assistance where possibleForeign Language:
1. Performs technical first response in local language for all new Metalink SRs logged by non-English speaking countries (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. Uses QMON to identify new local language SRs and takes ownership of unowned SRs
3. Encourages customers to use English versus local language for SR resolution however where required Service Desk engineer will provide translation (verbal or written) to assist customers to work with English Grid
Competencies:
Personal Competencies
1. Excellent communication skills in Mandarin, Korean and English
2. Ability to manage multiple priorities
3. Personal drive
Inter-personal Competencies
1. Customer Focus
2. Effective Communication
3. Team-working
Professional Competencies
1. Maintain knowledge of current Oracle business flows
2. 1-2 years plus technical knowledge in at least one general product area (usually at a "Bluebox" level of specialisation-specific level of specialisation would depend on team structure)
3. Self-motivated. Eager to keep technical skills current while balancing between working and self-training
4. Specifically skilled in problem description and diagnostic gathering (Issue Clarification and Verification, Data Collected and Research in ODM terms)
5. Excellent customer handling skills
6. Good verbal and written skills in English
7. Excellent verbal and written skills in Mandarin and Korean
8. Strong understanding of Service Desk guidelines and processes
联系方式： [email protected]
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