Information Systems 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:

• 3 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

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".

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