Location: Hong Kong
Reports to: Service Operations Lead
This role is responsible for delivering excellent technical/non-technical support to internal with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.

Closing Date: 2022-07-07

The Service Centre Analyst is accountable to the Service Operations Lead to:
- Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation.
- Provide analytic oversight into bots (e.g., Chatbot, Voicebot), 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, e-forms, 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 contact or escalated timely to appropriate support parties
 requests are fulfilled at first contact 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 service
- Coordinate IT procurement and the delivery of service requests
- Coordinate activities to resolve incidents and restore normal service
- Identify possible and potential problems and alert Problem Management Team
- Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the pre-defined processes, when required
- 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
- Work with the Operations team and other cross-functional teams for development of bots, training and quality validation
- Identify business requirements for Scrum team to build solutions that drive automation and innovation
- Identify best practices and recommend improvements to our bots systems and processes
- Maintain knowledge of emerging technologies related to bots and corresponding enterprise software solutions
- Perform other related roles and responsibilities as assigned or required in response to business needs, e.g., handling customers’ enquiries during project rollout

- Minimum 6 years’ solid working experience in the IT industry, with at least 2 years in a similar role
- Tertiary educations are desirable
- 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
- Self-motivator and self-starter
- 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
- At least 1 year of experience in bots platforms or any other communications portals
- BMC Helix, Zendesk or any bots technology experience is a plus
- Solid experience in data analytics / AI / automation technology would be an advantage

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Hong Kong