資訊科技商業智能主任負責理解及掌握管理層所訂定的工作重點與優先次序，並確保在其帶領及指導下的商業智能團隊成員清楚相關要求，並按既定標準及時、有效地執行各項工作。此職位負責監督所有與硬體及軟體相關的第二線資訊科技支援服務，以確保符合既定的服務級別協定（SLA），亦需參與專案的實施與執行。如遇到任何非正常情況、潛在風險、營運挑戰或相關投訴事項，必須即時向商業智能團隊的管理層作出匯報，以確保問題能迅速獲得跟進及處理，維持營運穩定及服務水準。

職位介紹：

• 在資源有限的情況下管理服務單，對各項工作進行優先排序，確保所有工作均被妥善安排及按需要執行，並進行電話滿意度回訪。
• 提供充分的監督，以最大化團隊資源運用．監控服務單的處理流程，確保僅在必要時才安排多於一名團隊成員處理同一服務單。管理團隊資源的分配，確保每張服務單均能高效及及時地完成。
• 根據服務水平協議（SLA）要求，處理及跟進所有服務單
• 將任何問題或關注事項上報至管理層
• 及時向商業智能管理層報告所有挑戰，並提出可行的改善或解決方案
• 協助管理硬體及軟體的第二線資訊科技支援服務工作

職位要求
工作經驗：具備最少兩年與本職位所述職責及工作範疇直接相關之工作經驗，其中包含兩年之主任
或管理層級經驗；並於專案推動及資源管理方面展現卓越表現及成功經驗。
教育程度：須具資訊科技領域之文憑或學士學位
語言能力：須操流利廣東話，普通話及良好英語

Job Purpose:
The Supervisor of the BIG group is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understands and carries out the tasks as needed. This position supervises all second level support tickets for hardware and software to meet all service level agreements (SLA’s) as well as involve in project implementation and execution. In this role, any unwarranted issues, challenges, complaints are to be raised to the Assistant Manager and or Manager of the BIG Team immediately. This role collaborates with all business users on a daily basis.

Key Responsibilities:

• Understand, quite often, requests will outweigh resources and have the skill to manage tickets so the highest priority is given to an experienced agent and is followed up with a satisfaction check (phone call)
• Provide adequate supervision to ensure resources are scheduled and dispatched to make the most of the team’s resources. Monitor ticket and efficient and timely handling on each ticket
• Act on all Help Desk tickets to comply with the SLAs
• Escalate any concern to higher management
• Report all challenges in a timely manner to BIG Management with options to rectify
• Assists to manage 2nd Tier support for both hardware and software.

Competencies and Requirements:
Experience: At least 2 years’ experience directly related to the duties and responsibilities as specified above, with 2 years at supervisory level. Proven track record in projects and resource management
Education: Diploma or degree in Information Technology fieldLanguage Ability: Multilingual English/Mandarin/Cantonese preferred

如有查詢，請於辦公時間星期一至五上午 9 時至下午 6 時致電（853）8986 6222
For enquiries, please contact us at (853) 8986 6222 during office hours
From Monday to Friday between 9:00am and 6:00 pm