Job Description

General Information

Job Title
台灣徵才-門市 IT 支援營運主任
Market
Taiwan
Brand
JRGTW Shared Functions
Department
Digital Technology and Services (DTS)
Job Requsition Published Date
11-Mar-2026

Job Information

Job Responsibilities:

職務說明－門市 IT 支援營運（User Help Desk, UHD）

職務目的

UHD 主管負責統一服務櫃檯（UHD）的日常營運、服務品質與升級處理紀律，確保門市端支援服務穩定、一致且有效率。

此職位以即時服務執行與使用者體驗為核心，不負責任何系統或平台所有權。

主要職責

UHD 營運管理

• 負責 UHD 日常營運，包括案件受理、分類、指派、追蹤與結案。
• 確保事件分類、優先順序及升級流程的一致性。
• 管理高案件量及高時效性的門市支援需求。

服務品質與升級控管

• 確保回應時間、解決時效與升級處理符合服務標準。
• 擔任高影響、敏感或長時間未結案件的主要升級窗口。
• 管理門市中斷、營運影響及重複性案件的優先處理順序。
• 確保案件升級後的責任歸屬與交接清楚。

跨團隊協調

• 與門市硬體、門市軟體、基礎架構、應用團隊及廠商協作推動問題解決。
• 確保跨團隊事件處理過程中的溝通清楚且一致。

服務監控與持續改善

• 監控服務指標、案件趨勢與工作量分配。
• 辨識流程、工具及作業方式的改善機會。
• 支援事件檢討與服務改善相關作業。

知識管理與團隊培育

• 建立並維護 UHD 操作手冊、 FAQ 與知識庫。
• 指導與培育 UHD 服務人員與工程師，提升服務一致性與專業度。
• 強化服務導向文化與升級處理紀律。

Role Purpose

The Supervisor – UHD Operations owns the day-to-day service operation, service quality, and escalation discipline of the Unified Help Desk (UHD). This role ensures consistent, reliable, and efficient store-facing support by enforcing prioritization rules, service standards, and escalation workflows.

This position focuses on real-time service execution and user experience, not system or platform ownership.

Key Responsibilities

UHD Service Operations

• Own daily UHD operations, including ticket intake, triage, assignment, tracking, and closure.
• Ensure consistent application of incident categorization, prioritization, and escalation rules.
• Manage high-volume, time-sensitive store support activities to maintain operational continuity.

Service Quality & Escalation Control

• Enforce service standards for response time, resolution time, and escalation discipline.
• Act as the primary escalation point for prolonged, sensitive, or high-impact UHD cases.
• Manage prioritization of store-down, revenue-impacting, and recurring incidents.
• Ensure clear ownership and timely handoff for escalated cases.

Cross-Team Coordination

• Coordinate with Store Hardware, Store Software, Infrastructure, application teams, and vendors to drive issue resolution.
• Ensure UHD communication remains clear, accurate, and aligned during cross-team incident handling.

Service Monitoring & Improvement

• Monitor service metrics, trends, and workload distribution.
• Identify improvement opportunities in UHD workflows, tooling, and operating procedures.
• Support incident reviews, root cause follow-ups, and service improvement initiatives.

Knowledge & Team Development

• Develop and maintain UHD playbooks, FAQs, and knowledge bases.
• Coach and mentor UHD agents and engineers to improve consistency, professionalism, and service quality.
• Reinforce service mindset, escalation discipline, and customer-oriented communication.

Requirements:

資格條件

• 具 IT 服務櫃檯、技術支援或支援營運管理相關經驗。
• 熟悉事件管理流程、服務水準與升級模式。
• 能有效管理高案件量且具時效壓力的支援環境。
• 具良好溝通、協調及人員管理能力。

Qualifications

• Experience in IT service desk, help desk operations, or support center supervision.
• Strong understanding of incident management, SLA concepts, and escalation models.
• Proven ability to manage high-volume, time-critical support environments.
• Strong communication, coordination, and people management skills.