IT招聘 - 胜牌（上海）润滑油有限公司

Job Overview:
Acts as First line of IT client support, receive IT problems through phone, chat, email and self-service utilize knowledge base, process and troubleshooting steps to fix the customer computer issues. Works with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. Works with clients directly over the phone and using remote software. Working with all IT team’s, responsible for escalations on all desktop, network and server infrastructure service tickets to ensure service levels are maintained. Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualization and application) as they arise. Proactively identify and analyze issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution. Inputs into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.
作为IT客户支持的***线，通过电话、聊天、电子邮件和自助服务接收IT问题，利用知识库、流程和故障排除步骤解决客户电脑问题。与我们的服务台、文档、远程监控/管理和所有其他系统软件合作，接受和解决一级和二级服务请求、事件和问题。直接通过电话和使用远程软件与客户端协作。与所有IT团队合作，负责所有桌面、网络和服务器基础设施服务票据的升级，以确保维护服务级别。监控并响应*终用户客户端事件、报告的事件和服务请求（如桌面、服务器、虚拟化和应用程序）。主动识别和分析问题（包括P1事件、日志、分析和供应商警报），并管理问题直至解决。为服务管理程序和标准的制定和文件化提供投入，以确保保持工程***实践。

Responsibility:
Serves as the first point of contact for user and systems support through phone, email, chat and self-service. Accepts and resolves tickets, service requests/incidents/problems, using our Service NOW software. 30%
Gathers all details related to customer IT issue, create/update ticket of record with steps performed to solve the IT Systems issue. Take ownership of problems and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service. 25%
Follows up to ensure full problem resolution. Accepts client facing phone calls and contact clients via phone and/or email to assist in resolving incidents and problems. 20%
Provides feedback for process improvement/ knowledge base documentation. Uses remote management software to log into client PC’s and resolve service requests/incidents/problems. 20%
Utilizes knowledge-base and process to assist in resolving the customer problem and escalate ticket to proper team based on process. Performs initial fault finding and basic troubleshooting of both incidents and problems. Deals with escalations from ServiceDesk L1 techs, escalate to onsite, L3 and other IT teams. 25%
Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.


Requirement:
Bachelors in IT or Business Preferred but not required
3 Years’ experience with IT support
Microsoft Certifications recommended but not required
ITIL certified Recommended but not required
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with both PC and Mac Hardware and Software, Experience with Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems, and Specific Knowledge of other required Computer Systems for different work environments
- Fluent/proficient in English both in speaking & writing
- Experience with service-now is a plus