The Walt Disney Company Senior Services Delivery Analyst (32-month contract) in Lantau Island, Hong Kong

Career with a Difference

Hong Kong Disneyland delivers world-class service and lifetime memories for our Guests. As a Cast Member, you will be an important part of the Disney Show. Working at Hong Kong Disneyland offers you the opportunity to participate in comprehensive training and experience excellent career development opportunities.

Interested in a career with a difference? Join us now!

Responsibilities :

  • Assist the Associate Manager / Manager to monitor the performance of service providers for outsourcing services

  • Ensure smooth operation and maintain excellent customer service standard

  • Handle user complaints, perform case investigation, identify root cause of trouble, obtain appropriate action plan for improvement

  • Provide technical advice to Executives, End Users and Service Providers based on company policy and standard. Assist to define end user policy on hardware and software usage

  • Analyze and evaluate the business units’ IT demands and coordinate with internal IT partners and/or external vendors to provide possible IT solutions in a timely manner

  • Evaluate IT desktop products/tools and provide recommendation

  • Review, develop and manage ITIL process and drive the maturity of ITIL process on Incident, Service Fulfillment and Change Management

  • Ensure the IT operation documentations, procedures comply with standards and guidelines

  • Perform ad-hoc tasks as required

Basic Qualifications :

  • Degree holder or above in Computer Science or related disciplines

  • Minimum 6 years of relevant IT experience. 4 years or above of relevant IT experience in Services Delivery Less experience will be considered as Services Delivery Analyst.

  • Knowledge and experience in vendor management, ITIL standards, Service Management and IT operational processes/methodology

  • Knowledge and experience in VIP support

  • Knowledge on Mac OS, Windows Active Directory, Office 365 and related Office Automation Tools

  • Proven experience in managing IT service based on ITIL practice and processes

  • Holder of ITIL/MCP/MCSE is preferred

  • Knowledge in video conference technology is highly preferred

  • Windows 10 deployment/SCCM/MDM experience is a plus

  • Highly independent with analytical mind and good problem solving skills

  • Service-oriented and hard working

  • Good presentation and communication skills with good command of written and spoken English and Chinese

Job ID: 556597BR

Location: Lantau Island,Hong Kong

Job Posting Company: Disney Parks & Resorts