IT Service Desk - Tier 2

W. L. Gore & Associates

Jing'an, Shanghai
Permanent
Full-time

1 month ago

About the Role: We are looking for a Service Desk Analyst to join our Gore Medical IT operations team in AP. 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 resolving problems, and maintaining a high level of customer satisfaction.This role will be located in our facility in Shanghai, Hong Kong, ChinaResponsibilities:

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
Achieve outstanding customer support, triaging, diagnosing, isolating, and responding to issues via remote access, email, phone, chat and in person
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

Required Qualifications:

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%

Desired Qualifications:

Experience with teaching, training, or helping with IT projects
Knowledge of IOS, Mac and Android environments
Language skills in Cantonese and/or Japanese would be an advantage

What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for “profit-sharing”. Learn more atWe believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.Our Talent Acquisition Team welcomes your questions at#LI-ASC

W. L. Gore & Associates

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