Established in Asia in 2013 with a trailblazer mentality, FWD is the primary insurance business of investment group, Pacific Century Group (PCG), with minority shareholders Swiss Re Group, GIC Ventures, RRJ Capital and Hopu Investments.
FWD spans 10 markets in Asia including Hong Kong SAR & Macau SAR, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, Malaysia and Cambodia.
In Hong Kong, FWD offers life and medical insurance, general insurance, employee benefits, and financial planning. We focus on creating fresh customer experiences and making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology.
Through this customer-led approach, FWD aims to be a leading pan-Asian insurer by changing the way people feel about insurance.
If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.
PURPOSE Primary role is to provide IT supports for VIPs, and end users as secondary role. Support projects and efforts that have a broad impact across the organization.
Works with Service Delivery Manager and ServiceDesk Lead to assure that positive / negative Incident trends are identified.
Perform drill down analysis where necessary to identify root causes of negative trends and resolve it. KEY ACCOUNTAIBILITIES Provide remote support / onsite support for workstation hardware, applications, email, printer, voice (IP phone), smart devices, corporate mobile phones, network and other related services in scope.
Perform workstation setup and relocation. Assisting in setting up meeting room for tele-conference, where IT support is needed.
Invoke problem escalation process to next level of support. Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
Communicate with Incident Management, Change Management, Problem Management and respective support teams. Create, support and deliver accurate ad-hoc / standard dashboards / reports to communicate performance metrics in relation to SLA on timely manner.
Provide analysis and interpretation as required. Any other ad-hoc IT tasks as per assigned. 7 / 24 standby support is required for any IT support needed QUALIFICATIONS / EXPERIENCE At least 2 - 3 years of related experience in providing support to VIP users is a must.
Degree / Diploma from Information Technology or equivalent discipline. ITIL v3 Foundation certification is a plus. Experience with SaaS ITSM Suite of tools such as ServiceNow, Remedy and Remedyforce.
Excellent skills in both written and spoken English and Cantonese is a must. Willing to work on shift, i.e. early morning shift and late evening shift.
Willing to be on standby and working during odd hours or public holiday to receive and support VIP calls on rotational basis.
KNOWLEDGE & TECHNICAL SKILLS Good working knowledge in laptop, desktop, hardware / software, printer, voice (IP phone), video conference, networking equipment, smart devices, corporate mobile phone and IT Applications such as MS Windows, MS Office (Outlook, Word, Excel and etc), MS Active Directory, remote desktop, Antivirus Products and etc.
Proficiency in spoken and written English