IT support Analyst ( Urgently )

Specific Candidate Profile

- Technical Infrastructure
- Customer Service Orientation
- Quality Measurements
- Complaint Resolution
- Problem Solving & Resolution
- Global Orientation
- Business Processes
- Communications (Listening, Persuasiveness, Oral, Written)
- Leadership (Impact, Involvement)
- People (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)

Language:

English and Cantonese - ability to communicate clearly both verbally and written

- Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.

- Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk.

- Works to enhance the organization?s capabilities through effective staffing and development of others by:

- coaching own team to collaborate with others.
- using appropriate Marriott interviewing tools to hire the best people available from inside or outside.
- establishing goals and delegating tasks appropriately.
- providing timely coaching and feedback
- making and rewarding distinctions in performance.
- engaging in progressive disciplinary processes, when appropriate.
- Assists more senior associates in achieving business results by:

- identifying opportunities to enhance the effectiveness of business processes.
- providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
- participating in setting department operating plans.
- recognizing and celebrating team successes.
- achieving results against budget within scope of responsibility.
- Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
- Performs other duties as appropriate.


Key Accountabilities:

- Records symptoms and status information in a timely fashion for other staff/team members
- Maintains profiles of all hardware/software supported and/or installed
- Handles complex or sophisticated product questions and problems requiring more analysis up front to determine alternatives and direct the call appropriately
- Functions as a focal point for all workflow and key communications for the team they lead
- Responsible for maintaining internal support/installation documentation and up-to-date escalation information
- Leads a group of analysts and assists in training of new staff

- Assists in the establishment of service levels for a customer and manages customer satisfaction taking accountability for addressing concerns

- 5 days work week
- Medical insurance
- Life insurance
- Social security
- Provident Fund
- Meal & Laundry allowance
- Bonus