Leading global technology giant is on their business transformation. A global service desk assurance team is built up to take closed events and investigate root causes into the issue and supply customer reports both to the customer and to service management community.

The company was rewarded as one of the best employer globally in 2015 and also provide a people caring and flexible working culture. We are looking for a mature personality to join the service desk team, and the role has the change to be extended or turn to be permanent.

Responsibilities:

• Ensure the consistent and professional delivery of superior quality services. 
• Responsible for activities involving quality assurance, metrics, and compliance 
• Monitors service desk calls or other transactions, uses available technology (recording solution(s), telephone systems, databases, etc.) 
• Create and Analyze Reports: Obtain raw data from quality monitoring database and create appropriate level reports using MS Excel or other software (pivot tables, charts, graphs, etc.)
• Conduct analysis to determine causes of poor performance/unmet expectations.
• Communicate Quality & Customer Experience Issues, challenge assumptions and contribute to developing clear understanding of issues from a quality, performance improvement & customer experience perspective.
• May act as a mentor and may provide some lead support to other employees

Requirements:

• Understanding of telecommunication technologies
• Relevant experience in service desk quality assurance
• Excellent organizational, communication, and problem solving skills and a proven understanding of IT business needs and knowledge of IT industry standard best practices
• Experience with ITIL Service Desk operations
• Strong English communication (oral and written) and briefing preparation skills

This role will start with a 6 months contract and have chances to be extended or turn to be a permanent position. 

This is a great opportunity to gain global exposure and work in a amazing technology driven environment.

For more information, please contact Kevin Sha@ 3978 2603

Cornerstone Global Partners is a China centric recruitment solutions  firm with a global reach through offices in Greater China and 60 network offices around the globe.  Cornerstone Global Partners provides multi-national clients entering or expanding operations in China and Chinese companies going outbound with a range of talent acquisition and talent management solutions.

These services include traditional C-level to mid-level executive search, market entry/outbound investment consultancy and organizational design solutions through their industry specialized Partners and Consultants.

For more information, please visit our website: http://www.cornerstoneglobalpartners.com/