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| 岗位类别： | 技术经理/主管 | 专业要求： | 不限 |
| 学 历： | 本科 | 工作经验： | 1 年 |
| 工作地区： | 湖北省武汉市 | 月 薪： | 面议 |
| 性别要求： | 不限 | 招聘人数： | 1 人 |
| 发布日期： | 2008-9-19 | ||
| 信息来源： | 前程无忧 http://search.51job.com/jobsearch/show_job_deta… -网页快照 | ||
| 职位描述及要求 | |
Overall Purpose of the Role: To create IMAC tickets in Service Center for users from internal EDS, customer and other external vendors. Ensure required information received for all requests .Enter and process requests according to standard processes and procedures. Monitor new requests, approved or re-work requests . To provide 24 x7 support to answer customer calls on escalation line for enquiries on status updates, and escalate requests to appropriate capability teams for action. Responsibilities: To support the contractual service level in the achievement of prompt response, high level customer service and technical first contact support. Clearly articulate customer requirements and interface with a variety of EDS second level teams/service provider groups. Liaising with capability teams and external vendors Ensuring appropriate process standards are met and maintained Accurate documentation of calls and problems Initiate problem management workflow process Identification of areas of process improvement Actioning of requests and the delegation of related tasks to the appropriate areas Monitor and coordinate requests from customer Ensure required information received for all requests Enter and process requests according to standard processes and procedures Perform quality check and mentor for other staff Qualifications/Experience Education, training and/or relevant experience equivalent to the completion of a relevant Degree in IT related courses and/or relevant experience in Information Technology service delivery. Experience working in Help Desk or Customer Service Support environment is an added advantage, understanding in server hosting/infrastructure is preferred. Excellent and effective communication (written and oral), telephone and listening skills. Strong command in English is required Knowledge of support processes Highly responsive and customer-focused Good time management skills Special Requirements: e.g. shift work - lifting - on-call required etc. Able to work rotating shifts ( ie night shift ) as required On-call availability 有意者请通过本网站求职系统应聘或者将简历、联系方法、待遇要求通过E-mail用纯文本文件(txt)格式(请勿使用附件)，以邮件主题“xxx应聘xx职位”发至wuhanrecruitment@eds.com。 |
| 联系方式 | |
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公司地址：上海市浦东新区世纪大道211号上海信息大楼36F 邮政编码：200120 电子邮箱：wuhanrecruitment@eds.com 公司网址： http://www.edscareers.com/cn |
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