Oracle - Help Desk Specialist - Mandarin

Help Desk Specialist - Mandarin

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Summary of Position:
Provide Support to end users of IRT clinical trials

Responsibilities:

• Provide first line response for users requiring assistance with IRT related issues and problems
• Respond to requests for technical assistance by phone, email and/or using a help desk management system
• Track issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
• Knowledge of the ITIL methodology, change management processes and risk management processes.
• Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
• Update daily status reports and shift handover reports.
• Act as a liaison between customers and technical escalation teams.
• Provide a single view to the organization for information technology related problems.
• Ensure ownership of issues as per the SLA

Skills, Knowledge & Experience

• Experience supporting Biopharmaceutical/clinical based organizations ( desirable)
• Exposure to SQL scripting
• Word processing and spreadsheet applications (e.g. MS Office’s Word, Excel, PowerPoint etc)
• Common IT applications and common hardware knowledge
• Customer Service Skills
• Excellent Communication, written and verbal
• Telephone confidence
• Organizational Skills
• Ability to conduct research into a wide range of computing issues
• Ability to absorb and retain information quickly

Qualifications & Certifications

• Ideally a graduate with at least one year experience in a Helpdesk environment
• At least one fluently spoken European language

Key Competencies

• Customer Service
• Planning & organizing
• Problem Solving
• Time management
• Good interpersonal skills with a focus on rapport-building, listening and questioning abilities.

Language Required

• Mandarin
• English

Working shifts:

• Night shift (23.30:00-7:00)

To apply please send a copy of your CV in English to RIANA.KREMENOVA@ORACLE.COM