Service Centre Specialist

This role is responsible for delivering excellent technical/non-technical support on global internal customers with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets. Key Responsibilities Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation. Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, emails, 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. Requirements Minimum 4 years’ solid working experience in the IT industry, with at least 1 year 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 Good problem solving and analytical skills Good communication and interpersonal skills Self-motivator and self-starter 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 Experience in ITSM tool Personal & Application Information Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statementand for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods. Unlock job insights AI Job match analysis Salary match Number of applicants Hospitality & Tourism More than 10,000 employees Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries. Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres. Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries. Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres. To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage. #J-18808-Ljbffr