1.Responsible for the delivery of IT service in the AIDC office area and management of front-line personnel; IT service delivery includes helpdesk service, audio & visual technical support (including meeting room operations), IT asset service, and maintenance of other public IT devices in the office area.
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2. Improve existing IT service management processes, regularly identify and establish common service models and fault models, and ensure that service management processes are well executed within the IT team; maintain good working alignment with stakeholders and internal departments.
3.Regularly produce analysis reports on IT service operations, covering but not limited to process operation status, optimization of ITSM support tools, service quality analysis, and trend analysis of various monitoring indicators; implement and track improvement measures based on findings.
4.Act as a project manager, collaborating with internal and external teams to plan, design, develop, and implement IT projects in the region.
Requirements:
1.Over 5 years of experience in IT service management, operations, and IT infrastructure.
2.Degree in Computer Science or equivalent IT experience, strong project and team management skills, familiarity with both Mac and Windows operating systems
3.Experience in IT help desk support, asset management, audio-visual technical support, and VIP service support.
4.Personable and with independence in execution, strong data analysis, communication, and interpersonal skills, resilient and self-driven, strong problem-solving, and analytical skills.
5.With customer-focus and a humble attitude, ability to proactively and effectively manage medium-to-low project risks, strong learning ability and adaptability to change.
6.Proficient in Spanish and English, both spoken and written, Chinese is plus. xbhjioe
7.Preferred Qualifications: PMP, Scrum, or Agile certified, ITIL certification.