Job ID:
36186
Published date:
10/10/2024
Summary
Overview
Deliver excellent technical/non-technical support to global internal customers with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.
Key Responsibilities
- Provide round-the-clock support (7x24 shift rotation) for the Service Centre, including weekends and public holidays, with compensatory time off.
- Oversee and analyze the Incident Management and Request Fulfillment processes, ensuring high-quality service delivery to global internal customers.
- Manage daily Service Centre operations across multiple communication channels (phone, web chat, e-forms, email, face-to-face), ensuring:
- Accurate, timely recording, categorization, and prioritization of incidents, requests, events, and inquiries.
- Resolution of incidents and fulfillment of requests at first contact or timely escalation to the appropriate support teams.
- Effective communication with customers regarding the progress of incidents, requests, ongoing problems, crises, and scheduled changes.
- Proactive monitoring and escalation of unresolved incidents and requests to prevent SLA breaches.
- Verification of incident resolution and request fulfillment before closure.
- Accurate incident records to support the Problem Management process.
- Face-to-face assistance at the Technical Lounge for mobile service-related issues.
- Priority handling of VIP inquiries and issues.
- Coordinate IT procurement and service request deliveries.
- Lead efforts to resolve incidents and restore normal service as quickly as possible.
- Identify potential problems and alert the Problem Management Team to prevent future incidents.
Qualifications / Experience
- At least 1-2 years of relevant experience.
- Fresh graduates with relevant internship experience can be considered.
- Tertiary education is desirable.
- ITIL certification is preferred.
- Strong customer service orientation with excellent teamwork skills.
- Proficiency in Incident Management and Request Fulfillment processes.
- Excellent problem-solving and analytical capabilities.
- Strong communication and interpersonal skills.
- Self-motivated, proactive, and able to manage time effectively.
- Creative and innovative, with the ability to think critically and suggest improvements.
- Able to multitask and thrive in a fast-paced team environment.
- Flexible and adaptable, able to reprioritize tasks quickly in response to changes.
- Experience with bot platforms or communication portals.
- Familiarity with ITSM tools.
- Hands-on experience with workflow management and e-forms design is a plus.
- Experience with data analytics, AI, or automation technology is an advantage.
- Must be fluent in both Cantonese and English