Service Desk Engineer

Job description

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping. Key tasks: Service Desk & User Support · Provide first-line onsite and remote IT support to end users, primarily for the Shanghai office. · Handle incidents and service requests through ServiceNow according to defined IT processes. · Perform initial troubleshooting and resolve common hardware, software and workplace IT issues. · Ensure tickets are properly logged, categorized, updated and proactively followed up until resolution. · Escalate complex issues to the relevant local or Global IT teams with sufficient troubleshooting information. · Communicate clearly with users regarding issue status and next steps. Employee Onboarding & Offboarding · Support IT activities for new employee onboarding, internal transfers and employee offboarding. · Prepare and configure PCs, mobile devices, standard software and required workplace IT equipment. · Coordinate standard access and account-related requests through the appropriate IT processes and teams. · Recover IT equipment during employee offboarding and ensure asset records are updated. PC & Device Lifecycle Support · Support PC deployment, replacement, refresh and retirement activities. · Install and configure standard hardware and software according to company standards. · Troubleshoot laptops, monitors, docking stations, peripherals and other workplace devices. · Support company mobile devices, including basic setup, replacement and troubleshooting. · Maintain accurate IT asset and device information and assist with periodic hardware inventory. Meeting Room & Workplace IT Support · Provide daily support for meeting room and video conferencing equipment. · Troubleshoot common meeting room issues related to displays, conferencing devices, connectivity and peripherals. · Coordinate with relevant IT teams or vendors when issues require further technical support. Documentation & Team Support · Follow established IT procedures, security requirements and support standards. · Maintain and update support documentation, SOPs and knowledge articles. · Identify recurring user issues and share observations with the Service Desk team. · Participate in standard IT rollout, device replacement, office change and other local IT activities as required. · Provide basic user guidance or training when necessary. · May occasionally support IT activities at other China locations. Competence knowledge-skills-attitude-motivation to do the job: Knowledge and skills: · College diploma or Bachelor’s degree in Computer Science, Information Technology or a related field preferred. · 0–3 years of experience in IT support, desktop support, Service Desk or a similar role; fresh graduates with relevant IT internship or practical support experience may also be considered. · Basic knowledge of Windows PCs, common PC hardware and peripherals. · Basic knowledge of Microsoft 365 applications such as Outlook, Teams and OneDrive. · Basic understanding of networking concepts and common workplace connectivity issues. · Experience with ServiceNow or another ITSM / ticketing system is an advantage. · Experience supporting mobile devices and meeting room / video conferencing equipment is an advantage. · Able to communicate effectively in both Chinese and English, including opening cases and joining online meetings with Global IT teams. Attitude and motivation: · Service-minded, patient and comfortable working directly with end users. · Good troubleshooting and problem-solving skills with a willingness to learn. · Able to handle routine and repetitive operational tasks accurately and consistently. · Well organized, responsible and proactive in following up assigned tasks. · Good communication and teamwork skills; able to follow defined processes and procedures. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.