助理IT经理岗位职责.docx

本文为Word版本，下载可编辑操作助理IT经理岗位职责 IT经理助理(驻外企) 深圳市卓越方达科技有限公司 深圳市卓越方达科技有限公司,卓越方达 Responsibilities: 1. Manage a team of Service Desk representatives to ensure the highest quality of customer service and timely resolution of end user issues 2. Monitor the performance of Service Desk resources, which includes ensuring the completeness of assigned tasks, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, and identifying and address training needs 3.Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents by developing escalation processes to ensure free flowing escalation and information within the organization and determining root cause of issues and communicate appropriately 4. Oversee the solutions repository and ensure the highest quality solutions are available to the staff 5. Develop an effective framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation 6. Provide data and report of KPI's and trends to IT Manager 7.Manage process for communicating outage/emergency activities to the organization 8. Train, coach and mentor Service Desk staffs including career development. Oversee staff activities With project skill for operation enhancement and service expansion 9.Ability to manage oversea team and with the same performance with hand office Qualifications Experience required: 1. Degree in Computer Science or equivalent 2. With 3-5 years in a supervisory role within an IT Service Desk. Strong background in managing a Service Desk environment is highly preferred 3. With strong experience on Windows 10, MS Office XXXX年, Office 365 Outlook 4. With solid background in providing customer service to senior management and the ability to explain technical concepts to non-technical users and communicate with all levels of people effectively 5. Excellent customer service, interpersonal and communication skills 6. A productive and reliable team member with excellent work ethic, and able to work independently toward goals 7. Proficiency in both written and spoken English and Chinese .qiquhA.com Edit 第 2 页 共 2 页