To youth: Don't go for 11 years, return to the starting point, start from the heart

Log writing started in December July 11, with an article published every day. The daily page views of the space also increased from 0 to about 150. Analysis of daily views is high because I upload photos of the independent moji Tibet. It seems that the unique experience is very eye-catching! The other log views are flat, and the reason is that they are not good in terms of network popularity! From now on, I 've got some dry stuff going on.

I have been in the IT service outsourcing industry since 2003 and have been working for 11 years. IT service outsourcing mainly provides on-site it technical support services for foreign enterprise customers. Engineers are resident at the customer's site, and it is rare to return to their company several times a year. They are more familiar with their colleagues than their colleagues in the customer's company. Therefore, the sense of belonging of employees in this industry is very weak and the resignation rate is very high. For service managers, the biggest headache is staff changes, which not only affects the quality of customer service delivery, A series of makeup jobs (HR Recruitment-> HR preliminary test-> Service Manager review-> customer end test) have not produced any additional value.

In 2011, I started to serve as a Service Manager, responsible for the management of six project teams. Many project members have resigned, and the regular work is the project support. There are too many new employees in the company's projects. Sometimes, when HR is too busy, you can only give you some resumes that are not right. This is why I had my first dispute with HR at the time. The dispute cannot be solved. Only a sufficient reserve of engineers can ensure the timeliness of the completion. Reserve engineers not only have good overall quality, but also cannot be too expensive. After all, these are non-customer paid posts.

At that time, despite the existence of the Resource Center Department, the owner did not understand the technology and customer requirements. As a result, the overall quality of reserve engineers recruited was not high and the customer was basically unable to pass the final test. I understand the technology, understand and can accurately grasp the customer's needs, and most importantly, I want to solve the makeup problem more efficiently. So in 2012, I volunteered to take charge of the management of six project teams and then serve as a resource manager. HR is only one of the sources of resumes, and I have opened up more channels through cooperation with training institutions.

In fact, there is a secret for the Reserve Engineer to interview. You must have an eye and focus on his communication and learning skills. I built a model training system based on the real IT environment of foreign enterprise customers, evaluated the overall status of each engineer, conducted targeted technical intensive training, and then assessed and supplemented the gaps. The last step is to simulate the interview repeatedly until the engineer can easily cope with the interview. Work is doubled. A child is just born and has been busy and hard for a whole year. The result is gratifying! The year-end Briefing surprised the company's management: the resource center has changed from the cost center to the profit center (from resource center personnel to internal charge fees). In this year, I have reserved 100 engineers, 98 customers passed the final test, with a pass rate of 98%!

With the business development of foreign companies, the company's service areas also expand, and the coverage of more than 80 cities before taking over the resource center cannot meet the needs. In 2013, he took over supplier management. Through channel cooperation, he successfully expanded the company's coverage of more than 600 cities.

Among all my work, I was impressed by the candidates who did not pass the interview. They hoped to have a better chance with their accumulated work experience with a meager salary, but often turned out to be counterproductive. Among these candidates are college students who are about to need internships, newly graduated college students, and in-service or resigned social personnel who want to switch to IT services, it technical support engineers for small and medium-sized enterprises (hereinafter referred to as network administrators) who want to develop better ). In fact, you are only one step away from this opportunity!

What I want to do now is to bring you closer to being a professional IT technical support engineer and have a better career development in the IT service field!

I am a lander, IT service entrepreneur, and IT helpdesk practical trainer.

AboutLander:

11 years of IT outsourcing experience, certified by itil. He has served as a service delivery manager and resource manager for Lenovo sunshine rain dew, Beijing escort, and other IT companies. Good at IT outsourcing project operation management, IT service and ithelpdesk training in both Chinese and English.

Customer Service:Novartis, Merck, TUV-Sud, Fujitsu, decathlon, Zurich, HSBC, Eidos, ketong and lile.

ContactLander:

QQ: 5869 4453; mobile phone &: 136 3648 8215; email: [email protected]

This article is from the "lander Zhang's it blog" blog, please be sure to keep this source http://lander.blog.51cto.com/733218/1559102

To youth: Don't go for 11 years, return to the starting point, start from the heart