IT Service Desk Support Professional
3 days ago
We are seeking an experienced IT Service Desk Support Professional to join our team at W. L. Gore & Associates.
Job Description:In this role, you will provide technical support and assistance to end-users, resolving IT-related issues and ensuring the efficient operation of IT resources. You will be responsible for responding to service requests, diagnosing and resolving problems, and maintaining a high level of customer satisfaction.
Responsibilities:- Deliver active and engaged IT service desk support to our end-users
- Adhere to all procedures related to the function's execution within the IT QMS
- Participate in backup support for lower Tiers during periods of high volume, handling incoming end-user contacts, mentoring, coaching, training, and aiding in incident resolution and/or request fulfillment according to established process and procedure
- Manage escalated incidents through resolution and/or de-escalation to appropriate groups, assisting on various more complex web, infrastructure, and applications incidents; handling escalated tickets relating to server/network related issues, monitoring service level agreements, and communicating with other IT groups as appropriate to ensure timely service restoration
- Collaborate with software, application, and infrastructure support specialists to resolve more complex problems in a timely manner, assisting with assimilation of new technical areas during the transition to operational support, and cultivating relationship between IT Service Desk and other IT and/or business functions
- Aid in identifying incidents typically assigned to a higher-level IT Team, that could be a candidate(s) for "Shift-Left" to the IT Service Desk or other lower-level support team
- Support the maintenance and audit of the IT Service Desk related/utilized Knowledge Base articles by formally documenting and sharing issue-related and/or preventative knowledge, assisting in active KB article audit/review and development, and assisting in identifying IT Support Services process/procedure optimization opportunities
- Maintain compliance with training expectations as required for this position
To be successful in this role, you will need:
- ITIL V3/4 Foundation trained, An understanding of related ITIL processes and their relationship to Incident Management
- Experience working with ServiceNow or similar ITSM Platform
- Prior experience working in IT, IT Related Customer Service, or other related fields
- Aptitude and desire to serve as subject matter escalation point for handling select IT related incidents and/or service requests associated with application, operating system and/or other IT services related symptoms, upholding a positive image and relationships with internal and external customers while working as a member of a team.
- Widespread knowledge of Microsoft Windows 10 Operating System or higher with an understanding of PC desktop/workstations and related analytical skills
- Skill in logically and consistently problem solving, with emphasis on resolution of complex technical problems using basic root cause and other program analysis techniques
- Excellent organizational, written, verbal communication, personal time management, technology troubleshooting and problem solving, and critical thinking skills
- Flexibility to work early or later shift(s) for meetings and provide rotational 24/7 on-call support
- Capability to read and express in English and Mandarin
- Ability to travel up to 5%
The estimated salary range for this position is approximately $60,000 - $80,000 per year, depending on experience and qualifications.
Benefits:Our comprehensive benefits package includes:
- Competitive salary and bonus structure
- Comprehensive health insurance plan
- Dental and vision insurance
- Retirement savings plan (401(k)
- Life insurance
- Disability insurance
- Tuition reimbursement
- Flexible scheduling and telecommuting options
- Professional development opportunities
At W. L. Gore & Associates, we value diversity, equity, and inclusion. We strive to create a workplace where everyone feels welcome and supported.
We are committed to equal employment opportunity and consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other protected characteristic.
-
Front Desk Administrator
2 weeks ago
Shenzhen, Guangdong, China Huatai Securities Full timeJob Title: Front Desk AdministratorAs a key member of the Huatai Securities team, the Front Desk Administrator will play a crucial role in maintaining a smooth and efficient work environment. This position requires exceptional communication and interpersonal skills, as the successful candidate will be responsible for handling switchboard operations, greeting...
-
IT Support Specialist
3 weeks ago
Shenzhen, Guangdong, China W. L. Gore & Associates Full timeAbout the Role: We are seeking a Service Desk Analyst to join our IT operations team at W. L. Gore & Associates. In this role, you will be responsible for providing technical support and assistance to end-users, resolving IT-related issues, and ensuring the efficient operation of IT resources. This role involves responding to service requests, diagnosing and...
-
Technical Support Specialist
1 month ago
Shenzhen, Guangdong, China TÜV Rheinland Full timeJob SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at TÜV Rheinland. As a key member of our IT department, you will be responsible for providing technical support and assistance to our employees and customers.Key ResponsibilitiesConfigure and maintain computer systems and components to ensure optimal performance.Resolve...
-
Customer Service Professional
3 days ago
Shenzhen, Guangdong, China TE Connectivity Full timeJob OverviewAt TE Connectivity, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Our Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.Responsibilities...
-
Certification Support Professional
3 days ago
Shenzhen, Guangdong, China QIMA Full timeAbout QIMAAt QIMA, we strive to deliver exceptional services that meet the highest standards in the industry.Salary InformationThe estimated salary for this position is $60,000 - $80,000 per year, depending on location and experience.Job DescriptionAs a Certification Specialist at QIMA, you will play a crucial role in ensuring seamless certification...
-
System Infrastructure Specialist
3 weeks ago
Shenzhen, Guangdong, China TÜV Rheinland Full timeJob DescriptionAs a key member of our team at TüV Rheinland, you will be responsible for the setup and configuration of computer systems and components. Your technical expertise will be essential in resolving service requests from our Service Desk, as well as troubleshooting hardware and software issues.ResponsibilitiesSetup and configuration of computer...
-
Strategic Financial Services Professional
3 weeks ago
Shenzhen, Guangdong, China Manulife Full time{'title': 'Job Description', 'content': 'The OpportunityAs a Strategic Financial Services Professional at Manulife, you will have the chance to make a meaningful impact on our customers' lives while driving business growth and innovation. Our ideal candidate is a highly motivated and results-driven individual with a passion for financial services and a...
-
Customer Service and Sales Professional
3 days ago
Shenzhen, Guangdong, China Lumentum Full timeLumentum is seeking a highly skilled Customer Service and Sales Professional to join our team.About the RoleWe are looking for an individual who can act as a key point of contact for our customers, ensuring their requirements are met and documented appropriately. The ideal candidate will have excellent verbal and written communication skills in English and...
-
Senior Financial Services Professional
3 days ago
Shenzhen, Guangdong, China Manulife Full timeAbout the RoleWe are seeking a highly skilled Senior Financial Services Professional to join our team at Manulife's Shenzhen Agency.Job DescriptionThe successful candidate will be responsible for providing exceptional financial services to clients, leveraging their expertise to deliver tailored solutions that meet individual needs.Key...
-
Customer Service Professional
3 days ago
Shenzhen, Guangdong, China Molex Full timeAbout the RoleWe are seeking a highly skilled Customer Service Professional to join our team at Molex as a Representative. In this role, you will be responsible for delivering exceptional customer service to meet CRD (Customer Request Deadline) and improving delivery performance on an ongoing basis.
-
AWS Enterprise Support Specialist
2 weeks ago
Shenzhen, Guangdong, China Amazon Information Service (Beijing) Co., Ltd. (Shanghai Branch) Full timeAbout the RoleWe are seeking a highly skilled AWS Enterprise Support Specialist to join our team at Amazon Information Service (Beijing) Co., Ltd. (Shanghai Branch). As a Technical Account Manager, you will play a crucial role in fostering our customers' innovative and transformative endeavors across various technologies.Main Responsibilities:Act as a single...
-
Senior Financial Services Professional
3 days ago
Shenzhen, Guangdong, China Company 43 - Manulife-Sinochem Life Insurance Co. Ltd. Full timeJob SummaryWe are seeking a Senior Financial Services Professional to join our Agency SS-Shenzhen Branch team. As a key member, you will be responsible for delivering exceptional financial services and solutions to our clients.
-
Technical Support Specialist
2 days ago
Shenzhen, Guangdong, China Axiom Technologies Full timeJob DescriptionAxiom Technologies, a leading IT Services partner, is seeking an experienced Desktop Support Officer to join our team. This role offers an exciting opportunity to provide top-notch customer support and technical expertise to medium to large-scale enterprises.About the RoleWe are looking for a skilled professional who can provide exceptional...
-
Technical Support Specialist
2 weeks ago
Shenzhen, Guangdong, China Oracle Full timeAs a highly skilled Technical Support Specialist, you will play a vital role in delivering exceptional post-sales support and solutions to Oracle customers. Your expertise in Oracle eBusiness Suite will enable you to resolve complex technical issues and provide expert advice to customers and internal Oracle employees.Key Responsibilities• Proactively work...
-
Agency SS-Shenzhen Branch
4 weeks ago
Shenzhen, Guangdong, China Manulife Full timeJob SummaryWe are seeking a highly skilled Financial Services Professional to join our Agency SS-Shenzhen Branch team. As a key member of our team, you will be responsible for providing exceptional financial services to our clients, driving business growth, and contributing to a values-first culture.Key ResponsibilitiesDevelop and implement financial...
-
IT Technical Specialist
3 days ago
Shenzhen, Guangdong, China TÜV Rheinland Full timeJob DescriptionWe are seeking an experienced IT Technical Specialist to join our team at T%V Rheinland.Key Responsibilities:Set up and configure computers and hardware components for optimal performance.Solve technical issues reported by the Service Desk, leveraging knowledge bases and manufacturer resources as needed.Document solutions in our ITSM Knowledge...
-
Desktop Support Specialist
2 weeks ago
Shenzhen, Guangdong, China Axiom Technologies Full timeAxiom Technologies is a leading IT services provider, supporting medium to large-scale enterprises globally.Key Responsibilities:Deliver exceptional customer support for designated equipment, ensuring timely resolution of issues.Respond to client inquiries in a professional, courteous manner.Meet established customer service satisfaction criteria, adhering...
-
Financial Institution Professional
4 weeks ago
Shenzhen, Guangdong, China Huatai Securities Full timeFinancial Institution ProfessionalAt Huatai Securities, we are seeking a highly skilled Financial Institution Professional to join our team. The ideal candidate will be responsible for the project marketing and implementation of syndicated loans and various structured financing projects for customers.Key Responsibilities:Develop and execute project marketing...
-
Wealth Management Professional
3 days ago
Shenzhen, Guangdong, China HSBC Full timeWealth and Personal Banking Role at HSBCHSBC is a global banking giant with a rich history of providing financial services to individuals and businesses worldwide. As part of our Wealth and Personal Banking team, you will play a crucial role in helping our customers achieve their financial goals.About the Role:Contribute to a high-performing branch team that...
-
Advanced Administrative Support Specialist
2 weeks ago
Shenzhen, Guangdong, China UPS Full timeJob SummaryAt UPS, we are committed to delivering exceptional service and support to our customers. As a Senior Admin Assistant, you will play a key role in providing advanced administrative support in a fast-paced environment, utilizing your strong analytical, problem-solving, and communication skills. Your expertise will be essential in maintaining our...