Company: Cathay Pacific
Closing Date: "No Closing Date Stated"
Job Description :
This role is available to Hong Kong residents or to those who have the right to work in Hong Kong.
Cathay Pacific is looking for a motivated individual to join our team to lead and manage a team of service centre professionals, covering 24x7 IT support that provides a central point of contact for customers on a global basis. The team will also ensure agreed service level targets are met and appropriate qualitative standards are achieved.
Key Responsibilities:The Service Desk Manager is accountable to the Service Centre Manager
- Drive and improve IT services on behalf of the business and customers
- Develop and implement robust processes to ensure that high quality service is provided to both internal and external customers
- Manage 5 service centre teams and delivery of their services to ensure:
- incidents, requests, events and enquiries are received, recorded, categorized and prioritized
accurately in a timely manner
- incidents are resolved at first call or escalated timely to appropriate support parties
- requests are fulfilled at first call 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
- training classes and awareness programme to customers are organized and conducted when
required
- hints-and-tips, knowledgebase and documentation are kept updated
- incidents and requests from VIPs are handled with priority
- Define key performance indicators, metrics and measurements to monitor the performance, efficiency and effectiveness of Service Centre
- Implement methodologies to improve first call resolution rate, call pick up rate and average time to resolve/escalate incidents
- Drive implementation of call reporting facilities and event management system to ensure early detection and identification of problems and/or incidents so as to minimize disruption to business
- Analyse Service Centre activities and make recommendations for enhanced organizational efficiency and effectiveness
- Provide training to Service Centre staff to ensure their skill and knowledge are up-to-date, and first-line support is provided in a consistent manner
- Initiate bench-marking exercise and customer satisfaction survey to drive continuous performance improvement.
- Promote self-service and drive the implementation of self-service for customers
- Manage and monitor staffing levels, turnover, workload and budget of Service Centre.
- Collaborate with Project Manager(s) to ensure handover to Service Centre is done properly during service transition of new and changed IT services; Service Centre staff are equipped with required skill, knowledge and documentation to deliver high quality of first-line support
- Collaborate with other business domains and account managers to drive business and technology innovation to achieve business unit’s strategic plan and business objectives
- Keep abreast of latest trends in technology, ensure timely exploration and proactively communicate IM’s position towards the introduction of relevant / key emerging technologies
- Manage, develop and build a skilled, motivated and cohesive team by coaching, motivation, and rewarding system
Job Requirements :- Minimum 10 years experience within IT service centre, with at least 5 years experience as manager or senior team leader in IT Service Centre of at least 20 people
- Tertiary qualifications are essential, preferably IT and/or business at a post-graduate level
- Excellent leadership and interpersonal, strong coaching, and influencing and communications skills
- Proven ability in driving change to effect substantial efficiency and effectiveness gains
- Proven ability to effectively manage relationships by facilitating and influencing decision making
- Proven knowledge and experience in ITIL; ITIL v3 expert is required
- Previous experience of managing or working with Incident, Problem and Service Management teams a must
- Previous experience in implementing voice systems a must
- Previous experience in using different types of Call Centre incident management software a must
- Cantonese language skills highly preferred
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.
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