N / A
HKD 20k - HKD 30k
Our client is looking for helpdesk support professionals to work is shift duties:
o Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday)
o Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, emails, to ensure:
o Incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
o Incidents are resolved at first call or escalated timely to appropriate support parties
o Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
o 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
o Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
o Resolved incidents and fulfilled requests are verified before they are closed
o Accurate incident records are available to support problem management process
o Coordinate activities to resolve incidents and restore normal service.
- Relevant helpdesk support experience of atleast 3 years.