IT - IT Competence Specialist - Linkou

Job Mission

Analyze and resolve problem with the aim to eliminating resources and reducing calls to the Service Desk. Conduct first and second line IT support ASML users. Your area of responsibility includes the lifecycle management of user pc/laptop, accessories, and meeting room devices.

Job Description

Key activities
Problem analysis and resolution :   
•    Log all support calls in ASML ticketing system (Service Now currently)
•    Analyze and resolve problem according to priorities, escalating when necessary
•    Investigate and implement ways of reducing calls to the Help Desk

Communication: 
•    Follow up open tickets and keep user information the progress
•    Intake of end-user calls via phone, mail or support system; align with end-users on issue definition.
 Request & fulfillment:
•    PC installation, including new hire and life cycle replacement
•    Task fulfillment , inventory management

Education

Bachelor's Degree, or equivalent experience in IT engineering or computer science related

Experience

At least 5 years’ experience as end user support engineer
• Experience within a similar industry (semiconductor, aviation, railway or space) is a plus. 
• Multinational working experience is strong plus
Personal skills

• Excellent problem solving skill to trouble shoot user’s issue
• Quick response to user requests
• Work under pressure
• Able to prioritize tasks at hand
• Able to build good relationship with users at all levels of the organization
• Service oriented mindset
• Good at writing technical documents and user manuals
• Good communication skills and proficiency in the English language