广东省数字贸易与服务公共服务平台

职位方向： IT Helpdesk

Main Purpose

Provide user support and customer service on company-supported computer applications and platforms, maintain IT infrastructure (network devices and server) in office. Troubleshoot problems and advise on the appropriate action.

Responsibilities:

• Provide IT support and resolve problems in accordance with established SLA
• Monitor and respond quickly and effectively to requests received through the Service Desk or direct request from users
• Monitor IT request assigned to the queue and process based on priority
• Provides technical support to users for troubleshooting issues and answering questions. Onsite Hand/Eyes support contact for Group IT.
• 2nd level Support for users (Group IT supported hardware, software, applications & tools) Onsite (Hand/Eyes) support contact for Projects, Service Desk and other Group IT teams.
• REMEDY (ITSM) ticket handling or other ticket registration system

• Manage PPT (Personal Productivity Tools) for 1000+ Desktop/Laptop including global image, patch update, anti-virus update, application upgrade & deployment, by utilizing global systems such as SCCM, etc.

• Assist with onboarding of new users. PC preparations (W’10 incl. MS Office build, configuration) and start up training (provisioning) to new users
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Perform timely workstation hardware and software upgrades as required
• Preparation and submission of activity reports
• Vendor management
• Maintain file server and data backup

• Assist to IT manager in daily working, including IT routine process.
• Working hard in new IT projects and solutions for business, finish assigned tasks in time as project planning
• Manage IT Audit and Compliance

Key Competencies:

• Incident management knowledge
• Oral and written communications
• Customer service orientation
• Problem analysis and solving skills
• Attention to details
• Team player
• Planning and organizing

Requirements:

• Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• At least 4 year(s) of working experience in the related field is required for this position.
• Preferably Experienced Employees specializing in IT/Computer - Network/System/Database Admin or equivalent.

• IT HW/SW knowledge, such as Microsoft products

• IT service knowledge, ITIL

• Desktop management skills such as global images, SCCM, WSUS, Patch update, Anti-virus update, and Application upgrade and deployment
• CCNA / MCSE equivalent knowledge： basic routing/switching, security/firewall, wireless, DNS, DHCP, Active Directory

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