Information Services Department – Hong Kong

Report to: Regional IS Manager, Asia Pacific

Job Description:

• Act as the first point of contact and provide initial customer support to the end user
• Create complete and accurate tickets in the company IT service management system - Ommitracker for all contacts
• Resolve incidents/requests and close tickets without the involvement of second level support wherever possible
• Transfer tickets to the appropriate second/third level support teams as required.
• Ensure global 24 x 7 service continuity by properly briefing regional counterparts on important open and pending tickets
• Identify recurrent or multiple incidents (trends) relating to an underlying problem and initiate the appropriate remedial action in accordance with HSDG processes based on ITIL
• Identify and communicate request and incident information that may affect service delivery
• Ensure awareness of new hardware and software releases and tools introduced at a global level

Qualifications:

• 7 years’ experience in a Service Desk or customer service environment, preferably within an international setting
• Good level of IT skills (including some or all of Windows XP, Ommitracker, Microsoft Office, PC hardware)
• Fluent in English and Cantonese. Mandarin is an advantage
• ITIL training required and with certification is an advantage
• Computer Science degree or equivalent
• Customer service orientated
• Excellent in communication with people with different cultures
• Substantial knowledge and hand on experience on service desk operation, ITIL
• Good knowledge of Window XP, Microsoft office and PC hardware
• Basic knowledge of networking.

We offer a competitive remuneration package to the right candidate.

Please apply with full resume in PDF format with expected salary by clicking "Apply Now"

Personal data collected will be used for recruitment related purpose only.