Arup is a global firm of planners, designers, engineers and consultants with over 12,000 employees working in more than 92 offices across more than 40 countries. The firm is the creative force behind many of the world’s most innovative and sustainable projects. Our Asia offices employ over 3,000 staff and are engaged in prestigious multi-disciplinary projects covering buildings, infrastructure, transportation, structural, environmental and industrial areas. We embrace diversity and inclusion in all aspects including individual differences and open-mindedness. Currently we are looking for a capable and independent individual for the following position as part of the multi-disciplinary team.
Responsibilities:
• Manage a team of IT Support representatives to ensure the highest quality of customer service and a timely resolution of end user issues
• Monitor the performance of IT Support resources, which includes ensuring assigned tasks are completed, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, identifying and addressing training needs
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop escalation processes to ensure free flowing escalation and information within organization. Determine root cause of issues and communicate appropriately
• Oversee the solutions repository and ensure the highest quality solutions are available
• Provide data and report of KPI's and trends to IT Manager
• Develop Service Level Agreements to set expectations and measure performance. Develop an effective framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation
• Manage the process for communicating outage/emergency activities
• Train and coach IT Support staff including career development. Oversee staff activities
Qualifications & Experience required:
• Degree in Computer Science or related discipline
• 3 to 5 years in supervisory role managing the IT Support environment
• Solid experience in providing customer service to senior management, with the ability to explain technical concepts to non-technical users and communicate with all levels of people effectively
• Hands-on technical support experience in Windows 7, MS Office 2013 & Outlook, Symantec Anti-Virus, Smartphone devices and video conferencing
• Excellent customer service, interpersonal and communication skills
• A productive and reliable team member with excellent work ethic, and able to work independently toward goals
• Proficiency in both written and spoken English and Chinese
• Manage a team of IT Support representatives to ensure the highest quality of customer service and a timely resolution of end user issues
• Monitor the performance of IT Support resources, which includes ensuring assigned tasks are completed, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, identifying and addressing training needs
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop escalation processes to ensure free flowing escalation and information within organization. Determine root cause of issues and communicate appropriately
• Oversee the solutions repository and ensure the highest quality solutions are available
• Provide data and report of KPI's and trends to IT Manager
• Develop Service Level Agreements to set expectations and measure performance. Develop an effective framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation
• Manage the process for communicating outage/emergency activities
• Train and coach IT Support staff including career development. Oversee staff activities
Qualifications & Experience required:
• Degree in Computer Science or related discipline
• 3 to 5 years in supervisory role managing the IT Support environment
• Solid experience in providing customer service to senior management, with the ability to explain technical concepts to non-technical users and communicate with all levels of people effectively
• Hands-on technical support experience in Windows 7, MS Office 2013 & Outlook, Symantec Anti-Virus, Smartphone devices and video conferencing
• Excellent customer service, interpersonal and communication skills
• A productive and reliable team member with excellent work ethic, and able to work independently toward goals
• Proficiency in both written and spoken English and Chinese
We offer a competitive remuneration package commensurate with qualifications and experience to the right candidate including Global Profit Share scheme, additional fringe benefits of maternity/paternity leave and long-term career development opportunities.
Personal data collected would be used for recruitment purpose only. Applicants not contacted within 8 weeks may consider their applications unsuccessful.