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1. 目標(biāo)
為大中華區(qū)（GCA）所有與數(shù)字工作場(chǎng)所相關(guān)的主題提供現(xiàn)場(chǎng)支持，涵蓋運(yùn)營(yíng)監(jiān)督、新解決方案測(cè)試、用戶采用和項(xiàng)目交付。
2. 數(shù)字工作場(chǎng)所產(chǎn)品范圍
a. 統(tǒng)一終端管理
? Windows/MAC 管理：SCCM、Intune、JAMF
? 企業(yè)移動(dòng)設(shè)備/自帶設(shè)備
? 虛擬化：Citrix、Azure 虛擬桌面（AVD）
b. 統(tǒng)一通信
? 固定電話：Teams、Cisco
? 會(huì)議室：Microsoft Teams Rooms、Zoom、Townhall 設(shè)備
? Exchange/Outlook 集成
c. 認(rèn)知智能與生產(chǎn)力
? M365 套件：Forms、Loop、Planner、Visio、Bing、Copilot
? 文件服務(wù)：SharePoint、OneDrive、文件共享
? Power 平臺(tái)：Power、Automate、Power Apps、Power BI（如果具備優(yōu)先考慮）
3. 關(guān)鍵交付成果
? 優(yōu)化視頻會(huì)議、全體大會(huì)和電話/呼叫中心的解決方案
? 在數(shù)字工作場(chǎng)所領(lǐng)域?yàn)闃?biāo)準(zhǔn)化和合規(guī)性舉措提供支持
? 針對(duì)微軟生產(chǎn)力工具（Power Platform），設(shè)計(jì)并提供基于角色的培訓(xùn)（普通話）、用戶采用情況和反饋收集（如果具備優(yōu)先考慮）
? 協(xié)調(diào)、監(jiān)督和跟蹤提交給相關(guān)數(shù)字工作場(chǎng)所支持團(tuán)隊(duì)的案例，確保信息傳遞準(zhǔn)確無誤以及服務(wù)級(jí)別協(xié)議（SLA）的執(zhí)行
? 優(yōu)先處理數(shù)字工作場(chǎng)所領(lǐng)域的 P1/P2 票務(wù)
? 與職能技術(shù)基礎(chǔ)設(shè)施部門合作，領(lǐng)導(dǎo)并執(zhí)行 GCA 地區(qū)的數(shù)字工作場(chǎng)所部署/遷移項(xiàng)目
? 開發(fā)本地化的入職資源和自助服務(wù)材料
? 支持其他數(shù)字工作場(chǎng)所/ M365 相關(guān)主題，包括但不限于 Microsoft Teams、SCCM/Intune 以及其他生產(chǎn)力工具（Loop、Forms 等）
? 為數(shù)字工作場(chǎng)所知識(shí)庫(kù)的改進(jìn)做出貢獻(xiàn)
4. 績(jī)效指標(biāo)
? 合作伙伴和客戶滿意度（凈推薦值 > 80%）
? 培訓(xùn)、知識(shí)文章、自助材料的開發(fā)（每季度至少兩次）
? 項(xiàng)目交付——按時(shí)、保質(zhì)、控成本
? 數(shù)字工作場(chǎng)所相關(guān)事件/請(qǐng)求的服務(wù)水平協(xié)議（> 95%）
? 數(shù)字工作場(chǎng)所產(chǎn)品標(biāo)準(zhǔn)化率
? 語言技能：英語和普通話
1. Objective
Provide on-site support for all topics related to Digital Workplace, covering operational supervision, new solution testing, user adoption and project delivery across GCA (Greater China Area).
2. Scope of Digital Workplace Product
a. Unified Endpoint Management
Windows/MAC Managment: SCCM, Intune, JAMF Corporate Mobile/BYOD
Virtualization: Citrix, Azure Virtual Desktop (AVD)
b. Unified Communication
Fixed Telephony: Teams/Cisco
Meeting Rooms: Microsoft Teams Rooms, Zoom, Townhall setups
Exchange/Outlook integration
c. Cognitive Intelligence & Productivity
M365 Suite: Forms, Loop, Planner, Visio, Bing, Copilot
File Services: SharePoint, OneDrive, Fileshare
Power Platform: Power Automate, Power Apps, Power BI
3. Key Deliverables
Solution optimization for video conferencing, townhall and telephony /call centers
Support in standardization and compliance initiatives in Digital workplace area.
Design and deliver role-based training (in Mandarin), user adoption and feedback collection for Microsoft productivity tools (Power Platform).
Coordination, supervision and tracking the cases escalated to relevant digital workplace support team, ensure the precise transactions of information and SLA for resolution.
Prioritize to handle the P1/P2 tickets in digital workplace area.
Lead and execute of digital workplace rollouts/migration project for GCA region in partnership with the functional tech infra-areas.
Develop localized onboarding resources and self-help materials
Supporting other digital workplace/ M365 related topics, including but not limited to Microsoft Teams, SCCM/Intune and other productivity tools (loop, forms etc).
Contribute to Digital workplace knowledge base improvements.
4. Performance Metrics
Partner and customer satisfaction (NPS >80%)
Trainings, Knowledge articles, self-help materials developed. (minimal twice in
each Quarter)
Project Delivery–in Time, Meet Quality and within Cost
Digital workplace related incidents/request SLA (>95%)
Digital workplace product standardization rate
Language skill: English and Mandarin