Senior Analyst – Onsite Technical Support

Job Title

Senior Analyst – Onsite Technical Support

(primary role)

Technical Relationship Analyst

(secondary role)

Business / Function

MGTI – Service Management

MGTI – ITS Operations

Segment

Onsite Technology Support

Information Technology Services

Position Location

Shanghai, China Global

POSITION SUMMARY

The Senior Analyst (SA) function is to provide support to end users from the OW Shanghai office by installing and assisting with the operation of their workstations, business applications, and related equipment.

The Technical Relationship Analyst (TRA) function serves as a strategic partner to business units for any planning & implementation of important global initiatives. Need to perform the role and responsibilities with a high level of integrity, ethics and commitment to service excellence. They will work closely with BRMs, technical and support teams to ensure that all projects and operational tasks related to their client(s) are executed flawlessly.

ESSENTIAL JOB RESPONSIBILITIES

SA – Onsite Technical Support

Technical Relationship Analyst

Team meetings and training

• Supports team's abilities and functions through positive customer relations.
• Contributes to the improvement and enhancement of processes and procedures.
• Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.
• Proactively seeks development opportunities and relevant training, in addition to completing all mandatory training requirements.

Project management responsibilities

• Manage delivery of projects
• Be part of the TRM global team to manage business unit projects and initiatives
• Be the point person for any technical issues related to initiatives
• Track projects in HP-PPM
• Follow established OWG PM processes
• Track projects in PPM Roadmap tool (or similar OWG tools)

Technical support

• Performs installation, training, maintenance, troubleshooting and repair of all OpCo desktop hardware and software technology.
• Assists in the setup and operation of audio visual hardware as required by end user.
• Determines appropriate hardware and software based on corporate policy and end user requirements.
• Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
• Escalates incidents and questions to appropriate support groups.
• Ensures all service feedback and updates are provided in a timely manner to all stakeholders.
• Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
• Supports events such as infrastructure changes, software releases, BCP etc.
• May assist in administration and maintenance of non-desktop technology infrastructure components at the request of other service towers.
• May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

General responsibilities

• Constantly monitor and report on any service issues and risks to ITS Leadership
• Proactively manage delivery of projects and be the point person for any service issues related to initiatives and follow-up to ensure timely resolution
• Work closely with ITS teams to ensure that business unit or OWG-wide initiatives are correctly scoped and expectations are clearly defined and understood for each project.
• Responsible for the collection, analysis, review, documentation and communication of business requirements and needs to the Corporate IT group for implementation.
• Responsible for working with the Corporate IT group in the design, architecture and engineering of solutions for new initiatives or enhancements to existing solutions.
• Help in the development of test plans and participate in testing of new solutions
• Be part of the TRM global team to manage business unit projects and initiatives

Vendor management

• Assist to manage Service Desk vendor resources for Level 1 supports to achieve SLA targets and other contract obligations.

Administrative tasks

• Uses corporate incident management system to record and track all support work.
• Maintains accurate hardware and software records for corporate assets.
• Performs time tracking tasks as required.
• May assist with the procurement of hardware and software.

Ad hoc

• Performs duties as assigned by management, including but not limited to project execution and disaster recovery activities.

KNOWLEDGE, SKILLS AND ABILITIES

Education

(degree/diploma)

• Bachelor's degree in any technology-related discipline (Computer Science, Computer Engineering, Systems Analysis or any related field of study, or equivalent experience)
• Computer Engineering

Experience

• Minimum of five years end-user support related work experience
• Two years of IT project management experience
• Exposure to multiple, diverse technologies and processing environments.

Knowledge and skills (general and technical)

• Strong knowledge of company desktop operating systems and software.
• Good general knowledge of standard computer hardware.
• Superior customer service skills.
• Ability to work within a team environment.
• Ability to independently plan, organize and prioritize one's own activities.
• Ability to provide short term cover for manager during absence of regular line manager.
• Ability to independently plan, organize and prioritize a small team's activities.
• Excellent written and verbal communication skills, ability to express ideas clearly in both written and oral communications.
• Good presentation skills.
• Ability to train both business colleagues and technology colleagues.
• Fluent in English
• Strong facilitation and consensus building skills
• Strong interpersonal skills, including teamwork, facilitation and negotiation.
• Excellent analytical and technical skills.
• Excellent planning and organizational skills.
• Good leadership skills
• Ability to work on tasks independently or part of group.
• Ability to translate business needs into requirements.
• Ability to manage multiple projects.
• Respected as a technologist.
• Influential in the organization and a team player.
• Highly supportive of the business and of its ideals and strategies.
• Results oriented.

Other requirements (licenses, certifications, specialized training)

• A+ certification preferred.
• Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE).
• Ability to work in a typical office environment.
• Ability to lift and move desktop and other related hardware.
• Frequent, local travel may be required depending on location.
• Occasional, distant travel may be required.
• Occasional evening and weekend work may be required.

WORKING RELATIONSHIPS

Internal contacts

(and purpose/nature of relationship)

• Business colleagues – supporting the business on a day-to-day basis.
• Third party on-site support engineers.
• Managers – daily interaction with Distributed Operations line management for work activities.
• Peers within other MGTI service towers on day-to-day support issues.
• BRMs and Account Executives - to ensure business unit or OWG initiatives are scoped and expectations are clearly defined and understood on each project
• Operations and Business Systems Teams – work with on initiatives
• ITS Leadership - ensuring that ITS serves the needs of our clients. Monitor and report any issues
• TRM global team - to manage business unit projects and initiatives

External contacts

(and purpose/nature of relationship)

• Third party vendors – day-to-day working relationship with service & hardware providers on service delivery and support.