1. At least 8 years of IT Helpdesk service delivery experience in a professional environment or equivalent, 4 years at the supervision or management level.
2. Bachelor’s degree or higher in Computer Science, Information System, or related field. An equivalent combination of education and experience is acceptable.
3. Good people and team management skill.
4. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English.
5. Self-management skills and proactive at taking initiatives and doing work.
6. Familiar with document management and process workflow.
7. Hands-on experience in developing IT policies & procedures. Experience in implementing ITIL, or handling IT audit would be advantageous.
8. Certification with ITIL and PMP.

Job Description - General:

General Responsibilities:
1. To oversee IT Helpdesk service delivery and manage IT Helpdesk team members on daily basis, including but not limited to operation control and supervision, attendance arrangement, case follow-up, recruitment, resource allocation, training, evaluation, etc
2. To act as the focal point of the project team, and work closely and directly with the digital program manager, including but not limited to reporting, escalation, performance appraisal, regular meetings, etc.
3. To ensure that IT Helpdesk team members deliver high-quality services in accordance with the agreement and work schedule, and comply with the ethical standards, policies and processes.
4. To recruit and train new engineers according to the requirements and standards.
5. Responsible for claim request according to the claim request process.
6. To monitor and track trends in end users, and recommend solutions that can be implemented to manage IT Helpdesk efficiency.
7. To act as or designate other engineers as process fulfiller for service request, incident, problem and knowledge.
8. Ability to develop and optimize Work Instructions, SOPs and other guidances.

Quality Assurance:
1. To collect and analyze Customer Satisfaction (CSAT).
2. To schedule regular end user survey of IT Helpdesk Services.
3. To monitor inbound/outbound calls, analyze and identify problems, and propose remediation and improvement plans for better service.
4. To monitor tickets, analyze and identify problems, and propose remediation and improvement plans to ensure that each ticket is properly processed by engineers.
5. To provide feedback and coaching to IT Helpdesk engineers. Every engineer shall be aware of what has been done right and what is there to be improved.
6. To monitor and review of IT Helpdesk engineers to ensure compliance with procedures and best practices, and to search for ways to improve services.
7. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.

Project Support:
1. To support end user computing related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
2. To support IT Helpdesk related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
3. To support IT operation related projects, and participate in project coordination, requirement analysis, testing, maintenance, etc.
4. To develop and implement EUC related solutions for business needs in consultation with business units.
5. To provide support for end user computing applications.
6. Please note that this role may not be dedicated full-time and may have other responsibilities assigned depending on the work schedule.

工作地点：北京市朝阳区天辰东路1号亚洲金融大厦

工作时间：做五休二，周末双休