Technical Support Expert

3 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Role Overview

The role is accountable for delivering exceptional technical and non-technical support to global internal customers, ensuring outstanding customer service, satisfaction, and timeliness within the organization's service level targets.

Main Responsibilities:
  • Support Service Centre functions on a scheduled 7x24 shift roster, including weekend and public holidays, with compensatory days off.
  • Provide analytical insights into Incident Management and Request Fulfilment processes to guarantee high-quality service delivery to global internal customers.
  • Perform daily Service Centre tasks through various channels, including phone, web chat, e-forms, email, and face-to-face interactions, to ensure:
    • Incidents are resolved promptly or escalated to relevant support teams in a timely manner.
    • Requests are fulfilled immediately or forwarded to designated fulfillment teams in a timely fashion.
    • Outstanding incidents and requests are closely monitored and escalated if there's a risk of SLA breaches.
    • Accurate incident records are maintained to support problem management efforts.
    • Attend Technical Lounge duties to address mobile-related issues and requests.
  • Manage IT procurements and service request deliveries.
  • Lead service improvements to enhance operational efficiency or implement cost-saving initiatives, such as LEAN / Six Sigma processes, automation, or First Contact Resolution enhancements.


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