Our client is one of the largest professional services firms globally. Due to business needs, an IT Officer is needed to join their team.
Role purpose The IT Officer acts as an ambassador for IT, is responsible for handling requests and incidents as well as providing operational technical support along with occasional training to all staff, but predominantly for the Hong Kong office.
The IT Officer is also responsible for driving technological adoption, challenging the status quo, engaging with customers, and is expected to contribute in a positive manner to the success of the firm.
The IT officer will resolve incidents and requests wherever possible at first point of contact, within the agreed operational framework of policies and processes, minimising impact to the business whilst providing exceptional customer service.
Key Relationships Work with internal customers and external clients to deliver a professional, customer focused service; prioritising accordingly Work closely with Senior IT Services Manager / IT Team Manager / Senior IT Officer to deliver an efficient and effective service Work with the wider Asia Pacific team to ensure a seamless approach to support and security across applications and infrastructure
Role and responsibilities
Customer Relationship Management Engage frequently with customers to educate and advise on their technological requirements Identify areas for innovation in line with the firm’s IT strategy Offer solutions to technical and non-technical problems Be proactive and innovative with technological advancements and changes
Service Support Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and call resolution End to end ownership of incidents and requests monitoring tickets passed to other support teams Ensure accurate and timely updates are maintained in the Incident Management System, no ticket should be more than 21 days old without a regular update every 10 days Receive and handle requests for support following agreed procedures Promptly allocate tickets/requests as appropriate Maintain relevant records and documentation
Infrastructure & Application Support Assist in the investigation and resolution of incidents and problems relating to application, infrastructure and/or, operating and network systems Carry out agreed operational and specified maintenance procedures of a routine nature Monitor routine operations and initiates corrective action if processes fail
Service Delivery Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs Meet all OLA Service activity targets in line with performance targets defined for the technology service Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays Manage all calls accurately using the BMC Helix (Service Desk) ticket logging system Flexible with hours in order to fully support the team and to ensure the effective running of the operation outside of working hours as required
Supplier Management Work with suppliers to deliver services in line with agreed SLAs
Risk Management Appropriate escalation of incidents and requests to the Senior IT Services Manager in line with company processes
Quality, Methods & Tools Follow processes to ensure an exceptional level of service is provided to both internal and external customers
Key requirements
Business Competencies A proactive and solution-driven mindset Clear verbal and written communication skills with the ability to explain technical instructions in a non-technical way An enthusiasm to engage with people and a passion for exceptional customer service and technology innovation An enthusiasm to engage with people and a passion for exceptional customer service and technology innovation Ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits Ability to work in a team environment to achieve service levels as a group and individually Ability to demonstrate initiative by contributing new ideas through creative thinking Prioritise and manage workload effectively, often under pressure Take personal responsibility to keep up to date with new technologies, systems and solutions and to facilitate technological innovation Ability to think logically, analyse situations and solve problems in a timely manner Awareness of business-critical incidents, and their potential implications for the business Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work Self motivated, self-starter, who will undertake all activities to the highest professional standards
Knowledge Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service An understanding of all technologies used by the company, business working practices and active working experience and understanding of the core applications
Experience Proven experience in a customer facing role Proven experience within an IT Support / Service Desk environment Experience with Microsoft products (office/OS), BMC Helix ticketing system Knowledge and experience with Video Conferencing and Audio Visual technology
Qualifications Qualifications – ideally the candidate should have the following or equivalent: Accreditation in relevant technologies (Microsoft/Cisco etc.) ITIL V.3 Foundation