信息通信岗位职责

信息通信协调员Wicresoft上海微创软件股份有限公司,Wicresoft,上海微创软件,微创软件,微创软件上海,微创职责描述:

1.ResponsibilitieswithinICTusageforensuringthatend-usersarewellequippedandinstructedintheoptimalusageofITworkplaceandinfrastructureservices

2.ResponsibilitiestoengageBusinessPartnerandBusinessManagementorganizationtoreceiveadequatesupportfromSiteManagementfortheappointmentandresourceavailabilityoflocalresourcesorbusinesscontactpersons.

3.ResponsibilitiestoinvestigateopportunitiestoimprovetheeffectivenessandefficiencyoftheICTcommonofficeenvironmentand/orlocalbusinessapplicationsforend-users.

4.ICTServiceExceptions

5.ICTCommunication

6.ICTServiceandProcessManagement

7.On-sitesupportactivities

ForeveryareathereisadifferentiatedJunior,MediorandSeniorlevel,thenumbersrelatetotheabovenumbers,thedetailedactivitiesaresplitinsubsa,b,cetc..

1a.Ensurethatserviceprovidersdeliversappropriatetrainingmaterials,self-servicetips&tricks,

quickreferencecards,etc.topromoteandstimulateend-userstomakeoptimaluseofthe

availableICThardware,softwareandrelatedinfrastructureresources;

1b.Adviseend-usersintheusageofICTtoolingandsupportprocessesforincidentsandstandard

requests(ICTportal,self-help,self-healing,bestpractices);

1c.Actasfirstescalationlevelforend-userstowardsITSuppliersand/orServiceDeliveryManager.

2a.Providetrainingandguidancetolocalbusinesscontactpersonsforworkplaceandinfrastructure;

2b.ResponsibletomaintainRemedyticketsassignedtolocalsite(s)andfollow-upwithlocalICT

businesscontactsuntilexecution;UpdateRemedyandclosetickets;

2c.Responsibleforhardware/softwaremanagement(purchase,inventory/spares,anddisposal)

accordingtoagreedprocessesandcompliantwithagreedrequirements.

3a.EnsurethatBG/localsiteiscompliantwithcorporatepoliciesandstandardsconcerningtheusage

ofICTinfrastructure,hardwareandsoftware;

3b.EscalatetoSiteManagement/SecurityOfficers/Suppliers/ServiceDeliveryManagerincasesof

violations.

4a.Responsibletofacilitateend-usercomplaintsandescalations,andbringthemformanagement

attentioninaccordancewiththeagreedServiceEngagement/EscalationMatrix.

5a.Responsibletofacilitate3-waycommunicationbetweenbusinesscontactpersons,GISand(third-

party)serviceproviderstoadvisethemostappropriatesolutionsbasedonbestpractices;

6a.ResponsibleforregularreviewandmonitoringofICTserviceSLAreportsandperformance

statistics(ITSAT,bandwidthutilizationreports,capacityreports,etc.);

6b.OptionalServiceswhereICTCoordinatorsmaybeengagedinaResponsibleorSupportingcapacity:

-FacilitiesManagementofLocalserver/computerrooms/storage;

-SupportforOtherBusinessapplicationsandsystems

7a.ActaslocalsupportpersontoresolveincidentsassignedbytheServiceDesk.Thisincludes

supportingLiveWorkplace(LWP)workstations,theCommonOfficeEnvironment(COE),printing,

localareanetwork,telephones(ifapplicable),andassistinserver-andsoftwareincidents;

7b.Executetasksrelatedto(non-)standardchanges,likeinstalling,changinganddeliveringnewLife

WorkPlacedesktops/laptopsandprinters;

7c.ResponsibletosupportRemoteServerManagementoperations,like:

-Break/fixactivitiesforserversandnetworkequipment

-Tapehandlingforservers

-Assistinginresolvingbackupissues

-Powershutdowns

UPStesting

7d.Responsibletoassist3rdpartysupplierstoresolveincidents,includingnetworkandserverrelatedincidents;

7e.Responsibletoescalatetohis/herServiceDeliveryManagerincaseofissuesorcomplaints;

7f.Responsibletoreportanycustomernon-compliance,includingsoftwareinfringements,securityviolations,virusissuesandICTservicesmiss-use;

7g.Responsibletoupdateassignedcallsintheservicemanagementtool,includingtimetrackingofownactivities;

7h.Supportsauditactivities(e.g.checkphysicaldevicesandlocation).

任职要求:

•ForJuniorandMediorlevel;SeniorSecondaryVocationalEducation(MBO)inITorequivalent

•KnowledgeofoperationalICTproceduresandprocessesregardingthedeliveryofcontractedservicesisessential;

•KnowledgeofICTTechnicalInfrastructure;

•Knowledge/understandingofBusinessuseofEnterpriseapplications(SAP,CRM,Documentum),administrativeapplications,andtechnical(manufacturingandresearch)applications;

•KnowledgeofbusinessneedsandpracticesrelatedtotheuseofICTresourcesandservices;

•KnowledgeoftheSystemManagementtoolRemedyfortickethandlingandothertoolslikePortal,Vendordatabases,reportingtools;

•InformationTechnologyInfrastructureLibraryservicedeliveryknowledge,preferablyITILfoundations;

•BasicProjectManagementskills,preferablyPRINCE2Foundation.

•Strongservicedeliveryskills;