Overview

The purpose of this position is to be the primary IT contact for internal users for technical problems, to provide technical support, to complete IT service related requests and to provide basic education to our internal users on IT technology. Identify, research, and provide technical solutions for simple to moderately complex hardware, software and telephony related issues reported to the IT Service Center. This position also provides basic root cause analysis, and communicates issues to management and the entire user community. The IT Service Center staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Center, and make accurate escalations to other support teams as needed. Collaborates as a team to achieve team goals. Must be available to work flexible shifts that will include nights and weekends.

Responsibilities

• Answers inbound contacts via phone, email, or self-service portal reported into the IT Service Center. Interprets, analyzes, researches and resolves simple to moderately complex inquiries and determines appropriate solution, vendor or technical area to resolve the problem. Specialists are required to track detailed information about each customer’s service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem. These accountabilities are measured against IT service center metrics.

• Understands and defines incidents clearly, gathers and evaluates relevant information. Applies previous learning to new situations, and presents well-considered alternatives when making recommendations. Makes decisions in a timely manner, and consults with Sr. team members or Team Leads prior to implementing revenue or production impacting decisions. Performs initial diagnosis and incident resolution for simple to moderately complex incidents/requests. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.

• Service Center Specialists are responsible for ensuring customer satisfaction in every step of incident resolution. Is dedicated to meeting the expectations and requirements of internal and external clients; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect; goes above and beyond to anticipate client needs and responds accordingly. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.

• Acts as a single point of contact to customers as representation of the Information Technology department. Manages relationships effectively with all business areas, IT groups and third party vendors. Own and progress incidents and requests technology on the customer’s behalf. Perform post-resolution follow up to help requests. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.

Qualifications

Required:

• Diploma or High School Graduate and above
• Excellent command in spoken and written English and Mandarin and Korean
• Must have a good understanding of personal computers, printers and peripherals
• Must have a good understanding of Microsoft PC operating systems
• Must have excellent telephone, listening and communication skills
• Must be disciplined to learn and follow standard operating procedures
• Must effectively and efficiently communicate with all levels of employees
• Good problem solving ability
• Able to work independently and as part of a team to attain individual and team goals
• Must be customer focused
• Must demonstrate strong follow-up and follow through abilities with a sense of urgency
• Must demonstrate ability to manage multiple tasks and assignments
• Familiar with various elements of Information Technology infrastructure
• Available to work flexible shifts that will include nights\weekends
• Available to provide onsite support coverage at various Tiffany locations

Preferred:

• Technology support background
• Call Center experience
• Experience developing written processes and procedures
• Good understanding of the single-point-of-contact (SPOC) support model
• MAC support background

We offer excellent career opportunities, remuneration and benefits to the right candidates. If you are interested, please click here to apply online or visit our recruitment website TiffanyCareersHK.com to explore other career opportunities with Tiffany.