Service Support Analyst (ITIL)

Swing Consulting Ltd.

Hong Kong

On-site

HKD 223,200 - 334,800

Full time

14 days+

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Job summary

A consulting firm in Hong Kong is seeking a Service Support Analyst. In this role, you'll assist in IT Service Management, focusing on incident management and data analysis. Ideal candidates have tertiary qualifications and at least 3 years of relevant experience. Familiarity with ITIL and fluency in both English and Chinese are required. This position offers an opportunity to drive process improvements and enhance service delivery.

Qualifications

3 years equivalent work experience with tertiary qualifications.
Experience in data analysis with ITIL basic knowledge.
Fluency in English and Chinese.

Responsibilities

Assist in IT Service Management, including Service Desk and Incident Management.
Prepare reports on data trends and patterns.
Perform in-depth analysis to provide proactive insights.

Skills

Data analysis

Fluency in English

Fluency in Chinese

Knowledge of ITSM practices

Familiarity with ITIL

Education

Tertiary qualifications

Tools

Ticketing tools

Job description

SW8383 |18 Oct 2022

Service Support Analyst (ITIL)

Responsibilities

Assist in IT Service Management, including Service Desk, Incident and Change Management, User Communication and System/ Data Monitoring Services
Prepare reports on data trends and patterns
Perform in-depth analysis to provide proactive insights on trending, identify underlying causes and potential areas of concern to key stakeholders
Identify and drive system and workflow improvements to enhance the operation automation and self-service enablement
Continuously review and identify opportunities to improve the change management process
Facilitate in any assigned meeting to evaluate the change impact and readiness to mitigate risk

Qualifications