Role Introduction

Reports to: Service Centre Lead

Department: IMT - Information Technology

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.
• Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a high-quality service is provided to global internal customers. 
• 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 services
  • handle enquires and issues reported by VIPs in priority
• 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.
• Drive 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.

Requirements

• 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 
• Experience in ITSM tool 
• Hands-on in workflow management and e-forms design is an advantage
• Solid experience in data analytics / AI / Automation technology would be an advantage 

Application Deadline: 11-Apr-2025

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

*Terms and Conditions Apply

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298