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Desktop Support Analyst

6-8千/月

麦格纳汽车技术(上海)有限公司 查看所有职位

上海-闵行区  |  在校生/应届生  |  本科  |  招1人  |  06-04发布

职位信息

Description

 

The Desktop Support Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

This role will report to the regional Customer Services Manager.

 

Responsibilities

 

Strategy & Planning

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

  • Alert management to emerging trends in incidents.

 

Acquisition & Deployment

  • Assist in software releases and roll-outs and communication to the end users.

 

Operational Management

  • Field incoming requests to the Operation Services via both telephone, e-mail and in person to ensure courteous, timely and effective resolution of end user issues.

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

  • Build rapport and elicit problem details from Operation Services customers.

  • Utilization of existing Magna Global IT Service Management tools.

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

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

  • Apply diagnostic utilities to aid in troubleshooting.

  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

  • Install anti-virus software and ensure virus definitions are up-to-date.

  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform post-resolution follow ups to help requests.

  • Develop help sheets and FAQ lists for end users.

  • Reinforce SLAs to manage end-user expectations.

  • Place IT related purchasing order.

 

Position Requirements

 

Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.

  • Prefer Certifications in ITIL Foundation, ITIL Operational Support and Analysis.

 

Knowledge & Experience

  • Knowledge of basic computer hardware, including laptops/desktops, printers and other peripherals.

  • Experience with Windows operating systems, including Windows10, Windows Server.

  • Extensive application support experience with Microsoft Office, MS Outlook, other supported applications.

  • Working knowledge of a range of diagnostic utilities, including Windows diagnostic tools, antivirus, misc diagnostic tools for malware, spyware.

  • Good written and oral English skills.

  • Good interpersonal skills, with a focus on rapport-building, listening and questioning skills.

 

Personal Attributes

  • Ability to conduct research into a wide range of computing issues as required.

  • Ability to absorb and retain information quickly.

  • Ability to present ideas in user-friendly language.

  • Highly self-motivated and directed.

  • Keen attention to detail.

  • Proven analytical and problem-solving abilities.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Exceptional customer service orientation.

  • Experience working in a team-oriented, collaborative environment.

 

Work Conditions
  • 40-hour on-site work week.

  • Sitting for extended periods of time.

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.


职能类别:网络管理(Helpdesk)

联系方式

上班地址:虹桥丽宝广场

地图

公司信息

麦格纳国际总部位于加拿大安大略省,为全球第三大汽车零部件供应商,是财富 500强企业之一,2007年销售额达261亿美金。集团拥有224家工厂,84100名员工分布于北美,南美,墨西哥,欧洲,和亚太区。麦格纳拥有强大的产品范围,包括内饰系统,座椅系统,闭锁系统,金属车身和底盘系统,车镜系统,电子系统,塑料车身,车灯外饰系统,动力和驱动系统,顶蓬系统以及整车工程研发和总装。麦格纳在中国设立的***分支机构至今已有雇员4000名。公司主页http://www.magna.com

麦格纳国际中国办公室,2004年2月开始筹建,2005年1月正式注册成立,宗旨在于向所有致力于中国汽车市场的麦格纳的分支提供支持。

了解更多麦格纳招聘信息,欢迎浏览 http://magna.51job.com
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