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End User Services Leader

Your Role

Job Title: End User Services Leader -Aesst Management

Job Location: Shanghai, China

Job Responsibilities:

• Liaise with HR, GSD as well as local Infra service delivery team during the daily work

• Arrange Greater China all subsidiaries PC installment, configurations and delivery segments based on Annual PC replacement plan, New Hire On-boarding, Special Request & variety of projects.

• Monitoring & tracking PC installment and delivery procedures.

• Communicate, coordinate, and monitor the third-party of external support vendor’s service quality and progress, a feedback to supervisor if problem occurs.

• Manage IT user class fixed assets both in global GLAM system. To ensure the conformity of data entry & information portions with actual condition.

• Provide face to face brief IT basic training to all new comers in Qiantan office, so that every new employee can well understand and observe the IT Policy, easily learn and faster to fit the IT standard environment and services.

• Evaluates & balances each assignee’s ability and workload, communicate, coordinate, track expatriate service of PC instalment & delivery.

• Build PC installation, Annual PC replacement, Project implementation, IT fixed asset inventory report on a monthly base.

• Manage IT user class fixed assets write-off procedures.

• Vendor Management: Communicate, coordinate and monitor the third party of external support vendor (Dell, HPE, China Unicom and etc.) service quality and progress. Supervision and control of the processes and the level of service contractually appointed (SLA, KPIs …). Ensure the review structure for SLAs and client satisfaction are in place and effectively used. Ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit;

• Building strong relationships with Finance, Procurement, and Local Administration and other stakeholders;


Who You Are:

• Engage in Innovation activities such as process improvements, pilots, PoCs, etc.

• Coordinate uninterrupted IT support and communicate ongoing strategy and execution with executives.

• Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to Infrastructure and EUS.

• 8+ years’ experience supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel)

• Experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.

• Must be able to lift at least 25 lbs and be able to sit or stand for extended periods

• Bachelor’s degree (4-year college degree) preferred

• ITIL Certification a plus

• 8+ years IT experience in a customer-facing role

• Experience in Life Sciences/Healthcare industry/Performance Materials preferred

Job Requisition ID:  191943
Location:  Shanghai - all
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

US Disclosure
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday.

Job Segment: Data Entry, Administrative

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