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Service Centre Analyst - VIP Support

  • IMT - Information Technology
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    22 Oct 2021
Role Introduction

Reports to: Service Operations Lead

This role is responsible for delivering excellent technical/non-technical support to both our internal customers, in particular the VIPs and Executives with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.

Key Responsibilities

The Service Centre Analyst is accountable to the Service Operations Lead to:

  • Provide technical VIP support during normal office hours and on-call support during non-office hours:
    • Onsite and remote support of incidents, service request and IT related enquires
    • Establish and maintain a good relationship with the VIPs
    • Meeting facilities setup and standby support for onsite/offsite meetings & events
    • Onsite support during Emergency and Accidental events / drill
    • Coordinator of IT projects for services affecting VIPs and Executives
    • Maintain VIP inventory records
    • Conduct training to VIPs on IT applications
    • IT facilities support in Conference / Meeting rooms
    • Review and update IT User Guide and maintain the most updated version in our Intranet
  • Provide analytic oversight into Chatbot, Incident Management and Request Fulfilment processes and procedures to ensure that a high quality service is provided to both internal and external customers.
  • Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, face-to-face, to ensure:
    • incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a 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 the progress of incident resolution and/or request fulfilment, the 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
    • attend duties at Technical Lounge to resolve issues and requests related to mobile services
  • Coordinate activities to resolve incidents and restore normal service.
  • Identify possible and potential problems and alert Problem Management Team.
  • Contribute to service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g. LEAN / Six Sigma process, automation, improve First Contact Resolution.

  • Minimum 6 years’ solid working experience in the IT industry, with at least 2 years in a similar role
  • Tertiary educations are desirable
  • Must have extensive VIP and Executives level support experience
  • Must have a broad background in hardware / software support for both laptops and mobile devices
  • Certifications in ITIL is desirable
  • Customer service oriented and good team player
  • Knowledge and experience in Incident Management and Request Fulfilment processes
  • Strong problem solving and analytical skills
  • Good communication and interpersonal skills
  • Excellent verbal, written and interpersonal communication skills
  • Self-motivator and self-starter
  • Passion for quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Creative ability and innovation mindset
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • BMC Helix, Zendesk or any chatbot technology experience is a plus
  • Solid experience in data analytics / AI / Automation technology would be an advantages
Personal & Application Information

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.

Please note that with effect from 1 December 2021, all employees must be vaccinated in order to access Cathay City and all other Cathay Group Company premises in Hong Kong. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

Apply now