Report to: Regional IT Manager, APAC

• I.T. Help Desk support for all Offices and Villages in Asia Pacific region and Greater China
• Handling of support for on-site, e-mail and calls from Offices & Villages
• Recording and maintaining of Reporting of I.T. support and I.T tasks
• Handling of the assignment of Help Desk tickets
• Help Desk escalation procedures & Help Desk tickets tracking and escalation
• Handling of escalation of Help Desk tickets
• Guarantor and maintenance of I.T. Standards and Procedures
• Keeping proper records of all I.T. administrative documents
• Maintenance of Service Level for I.T. Help Desk
• Maintaining of I.T. Procedures and Help Desk flow
• Maintaining of Documentation Library / Knowledge Base
• To assure technological requirements are met for operational needs

Performance KPIs:

• Good maintenance of helpdesk tool and able to provide proper support for the helpdesk, coordination to resolve incidents and resolution of incidents
• Well kept and updated documents and procedures with accurate data
• Good relations with vendors and 3rd party contacts in refference to support and maintenance

Requirements:

Minimum Bachelor Degree in Computer Sciences

Minimum 3 years experiences in I.T. or related field

Fluent in both English and Mandarin

ITIL v3 Foundation

Microsoft Certified (MCSA / MCSE)

Other certifications (Advantageous)

Customer orientated (Soft skills)

Microsoft (Win7 and above, Win2008 Server and above, Office2010 and above)

Knowledge of Programming Macro / VBA is advantageous

Knowledge of I.T. Accounting / Audit Procedures is advantageous

Presentable and able to communicate with different cultures

Able to travel overseas on short notice

Willing to work after office hours and on weekends when required

上班地址：上海