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：
1. 通过电话和邮件向IT用户提供技术支持；
2. 处理IT故障及请求工单；
3. 回答IT系统、产品、应用相关的询问；
4. 根据流程规定，派单给二线及三线技术支持人员；
5. 同用户、内外部工程师、项目经理就工单进展进行交流；
6. 根据项目要求，对网络、服务器、系统的性能进行监控；
7. 跟进工单，并将进展记录在工单系统中；
8. 通过高效处理工单，对项目SLA提供积极的支持。
任职要求：
1. 大专及以上学历；
2. 具备良好的英文读写能力；
3. 持有CET6或TEM8证书；
4. 良好的人际交往和沟通能力；
5. 客户满意为导向。
求职及入职说明：
1. 请提供中英文对照的简历
2. 公司将提供全面的上岗前技术及流程的培训
工作地点：
-北京朝阳区东土城路12号怡和阳光大厦C1602
IT Service Desk / Help Desk Agent
Main Tasks and Responsibilities:
1. Provide technical support to IT end users via phone and email;
2. Handle incident and service request tickets;
3. Handle inquiries related to IT systems, products, and applications;
4. Redirect tickets to Levels 2 and 3 engineers according to processes;
5. Communicate with end users, internal / external engineers, project manager on ticket
progress;
6. Monitor the performance of network, servers and IT systems, based on project
requirements;
7. Followup each ticket and log interactions in ticketing systems;
8. Contribute actively to project SLAs by handling tickets efficiently.
Competencies:
1. College degree or above;
2. Proficient in oral and written
English;
3. CET6 or TEM8 certified;
4. Good interpersonal and
communication skills;
5. Customer satisfaction
oriented.
Application & Orientation:
1. English and Chinese
resumes are needed;
2. Technical and process
trainings will be provided during the orientation phase.
Office:
C1602, Yihe Yangguan Plaza, No. 12 Dongtucheng Road, Chaoyang District, Beijing
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
