IT Service Management Analyst (Cantonese & Mandarin)

Role Summary

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

Role Responsibilities

1. Incident Management

• 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.

2. 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

3. Proactive management of reactive experience

• Acknowledge and respond to customers' requests promptly

• Anticipate risk and escalations based on customer context

4. 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

5. 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

Job Requirement

Required:

• Degree holders with minimum 3 years of working experience

• Proficient in English and Cantonese/Mandarin with excellent written, verbal, and listening communication abilities.

• Experienced in IT customer service industry, with a focus on empathy and active listening skills.

• Positive, energetic, enthusiastic attitude.

• Strong attention to detail.

• Excellent at multi-tasking & task prioritization.

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

Preferred:

• Understanding of incident lifecycle process and methodology

• ITIL Foundation certified (or equivalent)

Additional Details:

• Job Type: Fixed Term Contract

• Monday to Friday, 9.00 AM - 6.00 PM

• Hybrid (40% in-office)

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