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主要職責：
1. 服務管理和優化：管理L1級服務臺事件；定義和優化服務目錄；收集分析常見問題并向L2/L3級別反饋；監控并優化服務臺票務處理流程；增強與供應商之間的合作關系。
2. 會議與溝通：組織日常服務臺會議；參與項目會議；負責與加油站群組的前線溝通；處理合資企業升級事件。
3. 技術支持與部署：支持夜間變更活動；管理所有網站上的部署和升級；為新開業站點提供支持。
4. 報告與數據分析：編制運營報告；持續跟蹤服務臺的KPI/SLA；分析每日票據以識別潛在問題。
5. 工具與流程管理：管理ITSM票務系統流程；監督L1級別的文檔和知識管理工作。
6. 效率提升：制定策略降低票據數量；進行日票分析和總結，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服務管理經驗，優先考慮有L1服務臺管理背景者。
2. 熟悉ITIL框架和實踐；持有相關認證（如ITIL基礎）者優先。
3. 精通使用ITSM工具。
4. 出色的組織協調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. 能夠迅速適應變化并在挑戰面前保持積極態度。
7. 具備較強的數據分析能力，能夠從數據中發現問題并提出改進建議。
8. 英語良好，能流利閱讀和撰寫技術文檔。
9. 深入了解站點系統（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雜問題，具備強大的根本原因分析技巧和管理關鍵事件的經驗。
11. 有管理供應商關系、服務水平協議及供應商績效的經驗。
12. 了解補丁管理及合規標準。
13. 擁有學習心態，主動發展技術和商業專業技能。
14. 積極主動地推動期望成果的實現。
15. 證實了良好的協作與團隊工作能力。
16. 對探索新技術和實施創新解決方案以提高系統性能和可靠性表現出強烈興趣。
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