Service Centre Analyst (2365)

Overview

Deliver excellent technical/non-technical support to global internal customers with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.

Key Responsibilities
• Provide round-the-clock support (7x24 shift rotation) for the Service Centre, including weekends and public holidays, with compensatory time off.
• Oversee and analyze the Incident Management and Request Fulfillment processes, ensuring high-quality service delivery to global internal customers.
• Manage daily Service Centre operations across multiple communication channels (phone, web chat, e-forms, email, face-to-face), ensuring:
• Accurate, timely recording, categorization, and prioritization of incidents, requests, events, and inquiries.
• Resolution of incidents and fulfillment of requests at first contact or timely escalation to the appropriate support teams.
• Effective communication with customers regarding the progress of incidents, requests, ongoing problems, crises, and scheduled changes.
• Proactive monitoring and escalation of unresolved incidents and requests to prevent SLA breaches.
• Verification of incident resolution and request fulfillment before closure.
• Accurate incident records to support the Problem Management process.
• Face-to-face assistance at the Technical Lounge for mobile service-related issues.
• Priority handling of VIP inquiries and issues.
• Coordinate IT procurement and service request deliveries.
• Lead efforts to resolve incidents and restore normal service as quickly as possible.
• Identify potential problems and alert the Problem Management Team to prevent future incidents.

Qualifications / Experience
• At least 1-2 years of relevant experience.
• Fresh graduates with relevant internship experience can be considered.
• Tertiary education is desirable.
• ITIL certification is preferred.
• Strong customer service orientation with excellent teamwork skills.
• Proficiency in Incident Management and Request Fulfillment processes.
• Excellent problem-solving and analytical capabilities.
• Strong communication and interpersonal skills.
• Self-motivated, proactive, and able to manage time effectively.
• Creative and innovative, with the ability to think critically and suggest improvements.
• Able to multitask and thrive in a fast-paced team environment.
• Flexible and adaptable, able to reprioritize tasks quickly in response to changes.
• Experience with bot platforms or communication portals.
• Familiarity with ITSM tools.
• Hands-on experience with workflow management and e-forms design is a plus.
• Experience with data analytics, AI, or automation technology is an advantage.
• Must be fluent in both Cantonese and English