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QQ: 2391952237(请备注姓名加技术点）MSN: [email protected](请备注姓名加技术点）PS:要能接受做夜班，24*7， 夜班应该是从10点到第二天早上7点，一个月做一周左右；英文要至少能书面阅读和写作，说不是必须，但是是plus。要能尽快入职的。薪水在5-8K之间。SERVICE DESK Ø Languages – mandarin, Chinese, EnglishØ Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following:Ø Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.Ø Tracking and classifying incoming incidents or service requests, attempting initially solutions.Ø Provides initial assessment of categorization and prioritization for reported Incidents andØ Service Requests and provides initial support, targeting a higher level of first contact resolutionØ Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.Ø Perform hierarchical escalation to Service Desk Management and Incident ManagementØ Provide communication to end users concerning the status of Incidents, Service Requests, and ChangesØ Compiles data through Incident entry that will be used for management information and reportingØ Maintains ownership of Incidents, ensuring status update and resolution according to SLAsØ Provide input to Service Desk Management regarding Continuous Improvement opportunitiesØ Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.
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