End User Services Specialist

Posted 05 Aug 2019

Shanghai - all, Shanghai - China

Req Id 195259


A career at our company is an ongoing journey of discovery: our around 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

Job Title: End User Services Specialist (Help Desk)

Job Location: Shanghai, China

Job Responsibilities:


Ÿ Provide 1st level IT support to all end users in China Mainland, Hong Kong and Taiwan through phone, Chat, e-mail and remote session.

Ÿ Work directly with customers to resolve their problems accessing company’s standard tool/portal/application…etc. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming the resolution.

Ÿ Responsible for ensuring customer satisfaction in every step of problem resolution. Track detailed information about each request/incident in incident management system. Document diagnostic steps and communications with the customer regarding the reported request/incident.

Ÿ Investigation and use of a knowledgebase are required to find the correct solution. Service Desk Expert need to follow-up with end users to ensure that their needs have been met.

Ÿ Communicate effectively and professionally with other support level members across IT environment to keep support services running smoothly and efficiently.

Ÿ Service Desk Expert need be familiar with IT standard process and policies. Provide general information and guidance about IT services at company to end users. This includes information about services provided by IT and other department (e.g. Finance, Procurement, HR).

Ÿ Recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other service providers as needed.

Ÿ Report the escalations, complains and outages to Service Desk Lead in time.

Ÿ Attend regular training activities to acquire and maintain a core level of knowledge regarding IT services and policies.


Ÿ Past work experience in a high-traffic customer service setting.

Ÿ Excellent verbal and written communication skills in Mandarin. Good reading and writing ability in English.

Ÿ Excellent phone etiquette. Always have a positive and supportive attitude for the end users.

Ÿ Strong problem solving and research skills.

Ÿ Knowledge of commonly-used IT concepts, practices, and procedures for end user technical support.

Ÿ 2+ years’ experience supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel).

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

Ÿ Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM a plus.

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

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

Ÿ 5*8 working hours, working hours to be from 8AM to7PM, 9 working hours with 1 lunch hour in between.

What we offer:  With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at https://jobs.vibrantm.com

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You have accessed https://www.emdgroup.com, but for users from your part of the world, we originally designed the following web presence https://www.merckgroup.com.

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