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主要職責：
1. 服務(wù)管理和優(yōu)化：管理L1級服務(wù)臺事件；定義和優(yōu)化服務(wù)目錄；收集分析常見問題并向L2/L3級別反饋；監(jiān)控并優(yōu)化服務(wù)臺票務(wù)處理流程；增強與供應(yīng)商之間的合作關(guān)系。
2. 會議與溝通：組織日常服務(wù)臺會議；參與項目會議；負責與加油站群組的前線溝通；處理合資企業(yè)升級事件。
3. 技術(shù)支持與部署：支持夜間變更活動；管理所有網(wǎng)站上的部署和升級；為新開業(yè)站點提供支持。
4. 報告與數(shù)據(jù)分析：編制運營報告；持續(xù)跟蹤服務(wù)臺的KPI/SLA；分析每日票據(jù)以識別潛在問題。
5. 工具與流程管理：管理ITSM票務(wù)系統(tǒng)流程；監(jiān)督L1級別的文檔和知識管理工作。
6. 效率提升：制定策略降低票據(jù)數(shù)量；進行日票分析和總結(jié)，向上向下反饋以確保問題得到解決。
崗位要求：
1. 至少3年IT服務(wù)管理經(jīng)驗，優(yōu)先考慮有L1服務(wù)臺管理背景者。
2. 熟悉ITIL框架和實踐；持有相關(guān)認證（如ITIL基礎(chǔ)）者優(yōu)先。
3. 精通使用ITSM工具。
4. 出色的組織協(xié)調(diào)能力和項目管理技能。
5. 強大的溝通能力及團隊合作精神。
6. 能夠迅速適應(yīng)變化并在挑戰(zhàn)面前保持積極態(tài)度。
7. 具備較強的數(shù)據(jù)分析能力，能夠從數(shù)據(jù)中發(fā)現(xiàn)問題并提出改進建議。
8. 英語良好，能流利閱讀和撰寫技術(shù)文檔。
9. 深入了解站點系統(tǒng)（例如CVPOS/RPOS/BOS/HOS）、事件管理、CR/變更手冊流程等。
10. 證明有能力診斷和解決復(fù)雜問題，具備強大的根本原因分析技巧和管理關(guān)鍵事件的經(jīng)驗。
11. 有管理供應(yīng)商關(guān)系、服務(wù)水平協(xié)議及供應(yīng)商績效的經(jīng)驗。
12. 了解補丁管理及合規(guī)標準。
13. 擁有學(xué)習(xí)心態(tài)，主動發(fā)展技術(shù)和商業(yè)專業(yè)技能。
14. 積極主動地推動期望成果的實現(xiàn)。
15. 證實了良好的協(xié)作與團隊工作能力。
16. 對探索新技術(shù)和實施創(chuàng)新解決方案以提高系統(tǒng)性能和可靠性表現(xiàn)出強烈興趣。
What’s the role?
Mobility is the shopfront and face of Shell. With 47,000 service stations in around 80 countries, we're the world's largest mobility retailer and one of the biggest single-branded retailers of any kind on the planet.
Mobility IDT enables business growth by increasing total customer value across fuel, convenience retailing, ancillary services, B2B key accounts, and EV charging. E-mobility, particularly On-The-Go (OTG) charging, is a crucial part of our strategy. We're leveraging our existing operations to rapidly expand our e-mobility footprint. Business Mobility, a core component, focuses on providing energy choices that help our customers and partners decarbonize and succeed—from Fleet Solutions and Commercial Road Transport to Licensed Markets. Our growth strategy keeps customer value at its heart.
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In China, the 4in1 system and site system are the core digital systems that support Mobility China fuel stations. These systems serve as the backbone for marketing, sales, operations, and customer engagement at fuel stations, enabling 40M customer reach, seamless transactions (worth RMB 60 billion annually), and efficient operations for over 15,000 frontline staff. The systems also enable a wide range of features, including loyalty, payments, key account management, pre-payment card, promotions, after market services, big data analysis and retail inventory management for both fuel and NFR.
L1 Service Desk Ops Lead will be responsible for ensuring the smooth operation, performance optimization, and continuous improvement of our service desk management. The main responsibilities of an L1 Service Desk Lead include team management (Training, evaluation, and support of team members), service delivery (managing incidents, changes, and problems to ensure KPI and SLA compliance), process optimization (continuously improving service desk processes and ITSM tool usage), communication and collaboration (maintaining good communication with internal and external teams and coordinating resources), reporting and analysis (preparing regular reports, analyzing data, and proposing improvements), emergency response (handling emergencies to ensure service continuity), deployment and upgrades (managing deployments and upgrades across all sites, including automated batch deployments and manual deployments), and issue escalation and management (escalating issues to Level 2 support, closely collaborating with Level 2, maintaining the problem management list, driving thorough resolution of issues, and reducing incident and ticket volumes). The primary goals are to improve service quality and customer satisfaction, optimize processes and increase efficiency, ensure KPI and SLA compliance, enhance team capabilities and morale, strengthen cross-departmental collaboration, and control costs and optimize resources.
Key Responsibilities:
Service Management and Optimization
61 Incident Management: Manage L1 service desk incidents.
61 Service Catalog Optimization: Define and optimize the service catalog to better meet customer needs.
61 Problem Management