Deutsche Telekom is one of the world's leading integratedtelecommunications companies, with some 165 million mobile customers, 28,5million fixed-network lines, and 18,5 million broadband lines.We provide fixed-network/broadband, mobile communications,Internet, and IPTVproducts and services for consumers, and information and communicationtechnology (ICT)solutions for business and corporate customers.Deutsche Telekom is present in more than 50countries. With a staff of some 218,300 employees throughout the world, wegenerated revenue of 73,1 billion Euros in the 2016 financial year, about66 percent of it outside Germany展开
岗位职责
IT服务台客服代表
工作职责：
通过电话和邮件向IT用户提供技术支持；
处理IT故障及请求工单；
回答IT系统、产品、应用相关的询问；
根据流程规定，派单给二线及三线技术支持人员；
同用户、内外部工程师、项目经理就工单进展进行交流；
根据项目要求，对网络、服务器、系统的性能进行监控；
跟进工单，并将进展记录在工单系统中；
通过高效处理工单，对项目SLA提供积极的支持。
任职要求：
大专及以上学历；
具备良好的英文读写能力；
持有CET6或TEM8证书；
良好的人际交往和沟通能力；
客户满意为导向；
接受轮班及每月2-4次的周末班、夜班安排。
求职及入职说明：
请提供中英文对照的简历
公司将提供全面的上岗前技术及流程的培训
工作地点：
请应聘者在以下三个工作地点中选择：
北京朝阳区东土城路12号
北京顺义区天柱东路5号
武汉东湖开发区高新大道999号
IT Service Desk / Help
Desk Agent
Main Tasks and
Responsibilities:
Provide technical support to IT end users via phone
and email;
Handle incident and service request tickets;
Handle inquiries related to IT systems, products,
and applications;
Redirect tickets to Levels 2 and 3 engineers
according to processes;
Communicate with end users, internal / external
engineers, project manager on ticket progress;
Monitor the performance of network, servers and IT
systems, based on project requirements;
Follow up each ticket and log interactions in
ticketing systems;
Contribute actively to project SLAs by handling
tickets efficiently.
Competencies:
College degree or above;
Good oral and
written English;
CET6 or TEM8
certified;
Good
interpersonal and communication skills;
Customer
satisfaction oriented;
Accept shift
work, like weekend shift / night shift (2-4 times per month).
Application &
Orientation:
English and
Chinese resumes are needed;
Technical and
process trainings will be provided during the orientation phase.
Location:
Please select your desired
working place from below:
No. 12
Dongtucheng Road, Chaoyang District, Beijing
No. 5
Tianzhudong Road, Shunyi District, Beijing
No. 999 Gaoxin
Road, Eastlake Development Zone, Wuhan
任职要求
本科工作经验 本科学历
本科工作经验 本科学历
硕士工作经验 硕士学历
专科工作经验 专科学历
不限工作经验 不限学历
不限工作经验 不限学历
本科工作经验 本科学历
本科工作经验 本科学历
硕士工作经验 硕士学历
本科工作经验 本科学历
专科工作经验 专科学历
