Key Responsibilities

1. Call Center：Answer incoming calls via the hotline system during working hours, with an answer rate of over 80% within 30 seconds. Answer user “How Do” inquiries via phone or email;

2. Email Handling：Reply to emails received in the China Service Desk mailbox within 4 hours during working hours.Provide urgent incident support via WeCom during non-working hours (17:30–22:30). Cases affecting production/delivery must be escalated within 30 minutes. Distribute emails from the China Service Desk mailbox to Service Desk engineers according to regulations;

3. Ticket Management：Assign incident tickets and request tasks initiated by users or forwarded from other resolution groups to the China Service Desk resolution group. Log incidents and requests on behalf of users in the ServiceNow portal;

4. Incident and Request Resolution：Resolve incidents and requests using solutions from local and ServiceNow knowledge bases. After basic troubleshooting, reassign incidents to other Airbus China and European resolution groups per Service Desk guidelines, with detailed records in incident logs. Perform request tasks within the scope of Service Desk engineer responsibilities. Troubleshoot software and hardware issues on Windows clients remotely via online tools. Follow HR processes to provide identity and access support for new hires, transfers and leavers. Reset Windows and application passwords (e.g., SAP) for users with basic permissions. For applications hosted on EU servers, log and assign incident tickets to European resolution groups after basic troubleshooting. Track and follow up on incidents created by the China Service Desk.Perform upload, modification and deletion of user telephone extensions using specified scripts and tools. Create Webex meetings and accounts for users. Support or guide users to register Airbus mobile solutions (apps, email, etc.) on eligible mobile devices;

5. Other Tasks：Share knowledge on Digital Workplace channels. Summarize and write knowledge articles, product descriptions and user guides in English as required. Follow up compliance cases reported by users and escalate to supervisors in a timely manner. Collaborate with the cybersecurity team to improve PC compliance rate and remediate non-compliant devices remotely. Complete other tasks assigned by the D&IM department of Airbus China.

Deliverables

• Resolve issues via hotline where possible, or assign cases to relevant resolution groups via ServiceNow;
• Reply to emails or assign cases to relevant resolution groups via ServiceNow;
• Create and assign incidents or requests via ServiceNow, and take end-to-end responsibility until final resolution;
• Resolve incidents and requests as a Digital Workplace China L1 role to meet SLA requirements: At least 82% of incidents resolved locally within 2 days, At least 92% of requests resolved locally within 5 days;
• Support Day-1 readiness for D&IM services, with a readiness rate above 60%;
• Assist in building the Digital Workplace China knowledge base, writing at least 1 knowledge article every two months per person;
• Assist in remediating PC compliance issues to ensure the overall PC compliance rate of Airbus China exceeds 90%.

Job Requirements

1. Education & Certifications: Bachelor’s degree or above in English, Computer Science or related fields;

2. Work Experience: 3–5 years of relevant experience in IT Service Desk, familiar with L1 support processes;

3.  Professional Skills:

• Good command of English;
• Knowledge of ITIL is preferred;
• Proficient in Windows systems (Win10 & Win11) and system configuration;
• Familiar with computer hardware and troubleshooting methods;
• Experience in application support processes;
• Experience in mobile device hardware and configuration;
• Basic experience in network issue diagnosis;
• Proficient in IT service management tools such as ServiceNow;
• Knowledge of the latest Microsoft Office suite;
• Knowledge of security tools (antivirus software, etc.);
• Ability to troubleshoot PC-connected printers;
• Familiar with various IT front-end hardware (monitors, projectors, computer peripherals, etc.);
• Familiarity with Google Workspace is preferred.

Personal Competencies

• Good communication skills in both Chinese and English;
• Strong interest in the IT industry;
• Quick learning ability;
• Customer-oriented;
• Ability to work under pressure;
• Strong multi-tasking skills;
• Good analytical and problem-solving abilities;
• Proactive and self-motivated;
• Teamwork spirit.