• Contribute to process improvement plans

• Participate in decision making according to established guidelines, standards and procedures

• Evaluate documented resolutions and analyze trends for ways to prevent future problems

Operational Management

• Utilization of existing Remedy IT Service Management tools

• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

• Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Respond incoming requests which via telephone, e-mail, Remedy system and in person to ensure courteous, timely and effective resolution of end user issues

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced teams

• Develop help sheets and FAQ lists for support end users

Knowledge & Experience

• 1-2 years’ experience of help desk/service desk or other Customer Service environment
• Strong customer focus with excellent communication skills, untiring in finding solution
• Knowledge of basic computer hardware, including laptops/desktops, printers and other peripherals

上班地址：上海市闸北区江场路市北壹中心