SUMMARY OF ROLE This individual is the team lead to manage a desktop support team for Viatris north China region. The team will provide Desktop Infrastructure support for our business partners within the organization's computing environment, also maintain the IT infrastructure at the site including but not limited to hands-on ****** support, network support, and phone system support with guidance from the regional IT Infrastructure lead and global process leads. The individual must be familiar with technical support and escalation process, maintaining focus on service level agreements and user satisfaction management, experienced in People/team management, able to work independently and/or with general supervision. KEY RESPONSIBILITIES AND FUNCTION o Provide outstanding customer service and support while assisting our business partners with their technology needs while following Global Infrastructure processes. o Establish key contacts and relationships within North China region to facilitate refined IT support related activities o Management of a team of Desktop Service located in Beijing who will provide the following service for the North China region ？ Install, diagnose, repair, and maintain information technology infrastructure including, but not limited to workstations, ******s, mobile devices, printers, copiers, scanners, fax machines, VOIP, video conferencing, *** equipment, tape backup systems, and networking equipment using the incident management system. ？ Efficiently log, troubleshoot, and resolve incidents using the incident management system while adhering to knowledge management processes, respond to incidents in a timely fashion, acknowledge the ticket within the agreed SLA ？ Meet the metrics as set forth by the organization for incident Service Level Targets and ability to solve complex hardware issues by coordinating with L2/L3 IT Infrastructure team. ？ Achieve the goal as set forth by the organization for customer surveys ratings both from an individual and support team perspective. ？ Sr. Leadership Meeting Room Setup and Support. ？ Management of IT Assets Inventory. ？ Provide support for the testing of new and existing software and hardware under development or consideration for purchase. ？ Basic troubleshooting on Network and other Datacenter related equipment (UPS, PACs, Network cabling, power etc). ？ Basic troubleshooting on Audio & Video and Telephony equipment. ？ Provide Remote Support where ever required. ？ Communicate infrastructure and application issues to key stakeholders, including management, development teams, and business partners. ？ Provide assistance with managing vendors including but not limited to contract negotiation, procurement, and SLA adherence. ？ Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. ？ Analyze business needs and recommend technology based solutions. ？ Provide guidance, training and support on IT Infrastructure related matters to end users within the region ？ Perform other duties as assigned. o SLA Adherence check and work with team to be sure to achieve SLA’s o Execute the Infrastructure projects to support the ongoing strategic initiatives across the North China region o Construct and deliver Desktop/Infrastructure reporting to senior management (KPI reporting, SLA achievement) o Well manage, coach and motivate the team with clear discipline and performance evaluation process in place o Promote an innovative mindset within the team to drive process improvement initiatives 任职资格： Bachelor's degree or above, major in Information Technology, Computer Science or related. At least 6 years Desktop Support experience in a corporate multinational. 2 years or above above project management or implementation experience is required. At least 3 years people management experience is required. Experience in working on multiple urgent issues in parallel, well prioritization of all the tasks. Experience having direct interface with Commercial IT or other leaders/stakeholders. License of ITIL is required. MCSE qualification is preferred. Excellent writing and oral communication in both Chinese and Engli**********************