IT Analyst (Subject Matter Expert - Customer Solution)

ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .

To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.

For more information, please visit our website at www.serviceoneasia.com.

Overview

Subject Matter Expert (SME) acts as Level 2.5 to support Asia Service Desk (ASD) to resolve Business Application incidents within the ASD organization. With the knowledge transferred from Business Application experts, SME is able to resolve business application incidents within the ASD minimizing the need of incident outbound escalation.

Responsibilities:

• Report to Regional SDM supporting Asia IS&T Service Desk program;
• Liaison between Central Support and Service Desk for ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;
• Prepare report in visualizing tools such as PowerPoint, Excel, etc.;
• Analyze data set and perform presentation to the client by visualizing tools;
• Perform problem management/analysis with other Support Groups and capturing the details to prevent recurrence of the top topics in each month;
• Diagnose, investigate and resolve business application incidents (L2);
• Escalate incident to business application experts (L3), and collaborate with them on resolution;
• Develop standard procedures for responding to Business Application incidents, with help from business application experts (L3);
• Outline scripts for ASD agents to follow when communicating with users and stakeholders about business application incidents;
• Provide training and knowledge transfer to ASD agents and proximity engineers as and when required;
• Maintain domain knowledge (Customer Solution) documentations/knowledge database and manage application access rights

Requirements:

• Min. 3 years of work experience in IT field;

• Hands-on experience in retail business applications, including POS system / front office APPs / digital platforms, etc.;

• Self-driven and can work independently with minimum supervision;

• Good knowledge of ITIL disciplines and IT-related domain topics, e.g.: End-User Computing, Cloud, Cybersecurity;

• Good sense of reporting analysis to provide an overview of respective domains effectively;

• Effective task and time management, proactive to complete daily tasks.

• Good command in written and spoken English;

• Able to communicate in Mandarin will be an advantage.

We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical insurance. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)