Company: Cathay Pacific
Closing Date: "No Closing Date Stated"
Job Description :
This role is available to Hong Kong residents or to those who have the right to work in Hong Kong.
Cathay Pacific are keen to recruit dedicated individuals to deliver excellent technical / non-technical support to both internal and external customers with outstanding customer service, satisfaction, and timeliness with Organization’s service level targets.
Key Responsibilities:- Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that high quality service is provided to both internal and external customers
- Perform day-to-day activities of Service Center to ensure:
- Incidents, requests, events and enquires are received, recorded, categorized, and prioritized accurately in timely manner
- Incidents are resolved at first call or escalated timely to appropriate support parties
- Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
- Customers are kept informed of progress of incident resolution and / or request fulfilment, latest update about problem and crisis, and any upcoming changes and stoppages
- Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
- Resolved incidents and fulfilled requests are verified before they are closed
- Accurate incident records are available to support problem management process
- Perform IT procurement and coordinate delivery of service requests
- Coordinate activities to resolve incidents and restore normal service
- Identify possible and potential problems and alert Problem Management Team
Job Requirements :- Minimum 6 years relevant working experience in IT, with at least 2 years in similar role
- Tertiary qualifications are desirable
- Customer service oriented; good team player
- Working knowledge and experience in Incident Management and Request Fulfilment processes
- Strong problem solving and analytical skills
- Good communication and interpersonal skills
- Ability to work shifts in 24/7 environment, including weekends and / or public holidays
- Certifications in ITIL preferred
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
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