Service Support Analyst

Service Support Analyst/Specialist, Service Centre

Are you passionate about IT support, troubleshooting, and helping people We're looking for a Service Support Analyst/Specialist to join our dynamic team and deliver excellent service for a range of client needs. If you're a quick problem-solver with a commitment to customer satisfaction, we'd love to have you on board!

What You'll Do:

• Operational Support: Perform daily tasks and system procedures, manage configurations, and handle troubleshooting to resolve user queries via calls and emails.
• Customer-Centric Service: Ensure customer satisfaction by meeting SLAs and supporting hotline-related inquiries through FAQs and operational procedures.
• Problem Solving & Escalation: Address and resolve issues while escalating complex cases when necessary. Work alongside senior team members to continuously improve our support processes.
• For Senior Analysts: Step into leadership by assisting with staff rostering, handling escalated queries, and maintaining procedural compliance. Help shape our support structure by developing guidelines and generating performance reports.

Why Join Us

• Impactful Work: Every day presents new challenges where you'll directly impact customer satisfaction and company success.
• Career Growth: Expand your expertise in system administration and troubleshooting, and gain valuable experience in managed services and contact center environments.
• Flexible Shifts: Choose between standard weekday hours (Mon-Fri 9:00-18:00) or enjoy a 2-days-on, 2-days-off shift schedule (08:00-20:00/20:00-08:00) for better work-life balance, with shift allowances for late/overnight work.
• Skill Development: Enhance your skills with exposure to Active Directory, Exchange Server, and Data Center operations. ITIL and Microsoft certifications are highly regarded and supported.

Your Profile:

• Education & Experience: Diploma or higher in IT/Information Systems or related fields. At least 2 years in IT operations (preferably in Managed Services or Contact Centre environments).
• Technical Skills: Basic to Level 1 IT knowledge, familiarity with Microsoft Active Directory, Exchange Server, and MS Office applications.
• Languages: Fluent in English, Mandarin, and Cantonese to support our diverse customer base.
• Professional Attributes: Detail-oriented, assertive, strong communicator, and independent, with a passion for resolving issues efficiently.

Ready to make a difference Join our team to drive top-quality service and build your career in a supportive, growth-focused environment. Apply today to start your journey with us!