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  • Job Industry:Information Technology
  • Position:Technical Engineer – Client Support Center Support Specialist
  • Reference No:M - CSCL1_v2021-10-26
  • Location:
  • Job Description:

    PRINCIPAL DUTIES AND RESPONSIBILITES

    • Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service
    • Manage workload to ensure that assigned activities are completed within defined SLA/OLA
    • Identify ways of improving productivity and lowering costs which provides enhanced service value for Customer and/or cost savings
    • Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results
    • Capture regular feedback regarding issues escalated to the Client Support team
    • Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to
    • Work in partnership with global management to ensure processes and procedures are relevant and effective
    • Ensure product knowledge is kept up to date in order to support continuous improvement initiatives
    • Effectively use and manage Service Now to handle and update tickets
    • Administer Secure-ID authentication tokens to both internal and external customers and deal with any queries arising – approximately 50% of time
    • Low level technical assistance to 3rd line support team – approximately 50% of time
    • Work across lines of service to ensure a coordinated approach to providing support for the customer
    • Cooperate with other deskside support teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice
    • Actively build and develop excellent working relationships with all members of the team to ensure a professional approach to day-to-day activities
    • Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives
    • Identify ways of improving productivity and lowering costs which provides enhanced service value for accounts and business areas
  • Requirement:

    LANGUAGE

    • English & Chinese (Mandarin/Cantonese): Advanced Level - strong verbal, listening, reading & written communication experience

     

    EXPERIENCE

    • 2 to 5 years of IT support experience
    • Solid understanding of PC hardware/peripherals
    • Exposure of mobile OS such as Apple iOS and Google Android
    • Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
    • Basic understanding of network and server-side infrastructure
    • Experience in delivering superior customer service experience
    • Experience in financial/banking environment, trading floor and market data applications support is an advantage
    • Project execution exposure is an advantage
    • Experience using a help desk call management system
    • Knowledge of HTML/Web Technologies
    • Knowledge of Microsoft Windows OS
    • Understanding of Web browser technology (IE, Firefox, Chrome etc.)

    SKILLS

    • Ability to make sound decisions following approved procedures in a fast-paced environment
    • Ability to effectively manage multiple tasks occurring simultaneously
    • Ability to work independently with little supervision
    • Excellent communication, interpersonal and customer care skills
    • Ability to work well under pressure and to tight timescales
    • An understanding of ITIL Service Support and Delivery disciplines and methodologies
  • Remarks:
DISCLAIMER
Data collection will be treated in strict confidentiality and used solely for recruitment purposes. All related information will be kept in our database for up to 24 months.

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M - CSCL1_v2021-10-26
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