IT Service Management Analyst

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

Represent the customer’s business impact

Support the end-to-end problem resolution

Problem identification against the case portfolio

Key Role Responsibilities

Technical Know-How

Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies

Incident Management

Knowledgeable in IT Service Management process

Monitor reactive cases owned by internal support organizations

Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Relationship Management

Know the customer and understand our customer’s expectations with their reactive support experience

Focus on critical issues to ensure customer satisfaction

Set proper expectations with customers for support

Proactive Management of Reactive Experience

Acknowledge and respond to customers' requests promptly

Anticipate risk and escalations based on customer context

Escalation Handling

Handle high-risk escalations and gather/analyze information as needed to support the customer

Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

Establish a customer obsession approach that puts the customer and the customer operational health in the center

Required:

Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent

Strong English, and Mandarin or Cantonese proficiency, written and verbal communication skills

Experienced in customer service, with a focus on empathy and active listening skills

Positive, energetic, enthusiastic attitude

Strong attention to detail

Excellent at multi-tasking & task prioritization

Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc

Ability to apply judgement in high pressure situations with minimal external guidance

Preferred:

Understanding of reactive case lifecycle and troubleshooting methodology

Track record in successfully coordinating activities that involve cross-team of internal/external contacts

ITIL Foundation certified (or equivalent)

Additional Details:

Regular working hours from Monday to Friday, 9AM – 6PM

Work arrangement type: Fully return to office