L1 IT Operation Support Executive
Salary undisclosed
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Company Description
Beyondsoft (listed by the Shenzhen Stock Exchange, stock code 002649) is a global provider of IT consulting, product and solution services. Relying on strong R&D and innovation capabilities, the company widely adopts emerging technologies based on big data and mobile internet, including big data management platform, enterprise risk warning and public opinion monitoring system, AI-based intelligent operation and maintenance service, and intelligent automated test products. And a wide range of products and solutions, including internationally authoritative software testing qualification training, for a wide range of services in the fields of high technology, internet, finance, retail, logistics, energy, manufacturing, and medical.
For more information, please visit www.beyondsoft.com
Responsibilities
Responsibilities:
Requirements:
Beyondsoft (listed by the Shenzhen Stock Exchange, stock code 002649) is a global provider of IT consulting, product and solution services. Relying on strong R&D and innovation capabilities, the company widely adopts emerging technologies based on big data and mobile internet, including big data management platform, enterprise risk warning and public opinion monitoring system, AI-based intelligent operation and maintenance service, and intelligent automated test products. And a wide range of products and solutions, including internationally authoritative software testing qualification training, for a wide range of services in the fields of high technology, internet, finance, retail, logistics, energy, manufacturing, and medical.
For more information, please visit www.beyondsoft.com
Responsibilities
Responsibilities:
- Act as single point of contact for all IT Incidents and Service Request.
- Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
- Taking ownership of incidents and managing them in a logical and methodical manner.
- Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures.
- Provide Level 1 support on desktops / standard applications/Production environment monitoring.
- Log, track, follow up, update and monitor issues logged into ticketing system.
- Ensuring all tickets are progressed and resolved within SLA escalating to other internal and external teams as appropriate.
- Proactively keeping the end-users informed of the progression update.
- Diagnosing and resolving incidents to the end-users satisfaction.
- Escalate and follow up Incidents and Service Request raised to Level 2 if they are unable to resolve via first call resolution.
- Escalate the issues to other hardware/software vendors, if the issues are not supported by.
- Liaising with authorized service provider on replacing faulty parts that are within warranty period.
Requirements:
- Min. 1 year of experience in IT support or a related field. Fresh graduates are encouraged to apply.
- Experience in a banking or financial services environment is a plus.
- Proficiency in Microsoft Windows family and end-user device peripheral hardware and software.
- Familiarity with ticketing systems and IT Service Management (ITSM) workflows is a plus.
- Hands-on experience providing end-user support for operating systems is advantageous.
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