Total 3 technical support job vacancies in Information Technology category in Hong Kong

• Responsible in assisting Laboratory Technical & Compliance Manager on day-to-day laboratory operation for assigned section towards direction of effective implementation of quality system ISO/IEC 17025, SAMM policy and SGS GCSC requirement
• Assist Technical Advisor /Technical Specialist on the new method development as per business need.
• Respond to queries raise by customer / business / customer support team within agreed timeframe, with minimal supervision from Technical Advisor/ Specialist
• Collaborate with Operation team on investigation and deliver the outcome of investigation professionally to the party who raise the queries within agreed timeframe
• Periodically review, enhance and update of Working Instruction and Standard Operating Procedures when needed
• Working towards enhancement of existing lab process/methodology for lab efficiency improvement
• Work with laboratory operation team on root-cause investigation of all non-conformities and/or customer complaints with proposal of appropriate corrective and preventive actions to address the issue promptly.
• Provide technical training to laboratory personnel to ensure the laboratory competency and conduct refreshment training when needed.
• Insight into new technologies and initiative for enhancement
• Assist to ensure Good Housekeeping and Good Laboratory practice in the laboratory.
• Adherence to SGS Health, Safety and Environment (HSE) Policy by uphold a good safety behavior and exercising necessary standard and process when carry out your responsibilities at all times to ensure compliance to the HSE requirements.
• Perform any other responsibilities as assigned by your reporting manager and/or Senior Management

PRIMARY RESPONSIBILITIES

• Provide first line support to SGS affiliates and external clients
• Fast paced handling of incidents / requests resolution, escalation and information routing.
• Deciding on incident severity/priority
• Validation and evaluation of technical and or operational information pertaining to the incident
• First contact resolution and troubleshooting via phone and remote access tools
• Managing Incidents throughout their lifecycle

REPORTING LINE

IT Service Desk Manager or Supervisor

SPECIFIC RESPONSIBILITIES

• Establishes controls to monitor the performance of the management systems.
• Validate, evaluate and classify incident / requests.
• Determine resolution and/or escalation path to ensure all issues are appropriately managed.
• Evaluate content of requests / incident report and gather information if missing any.
• Record distinct issues in the tracking tools.
• Keep track of known solutions, consult knowledge database and use findings to respond to senders/callers.
• Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
• Recognize solutions for repetitive use and enter those in knowledge database.
• Complies with relevant Management Systems
• Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
  • In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
  • Maintain a safe and tidy worksite.
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

Primary Responsibilities:

• Responsible for test report and audit report writing.
• Responsible for equipment and materials preparations, and arranging logistics related to the EHS operations business activities.
• Responsible for procurement related to the EHS operations and business activities.

Specific Responsibilities:

• Prepares test report and audit report 
• Provides administration support
• Ensure all sampling needs are prepared
• Process purchase requests
• Support on overseeing outsourced services
• Serves as back-up support to field inspectors
• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
• Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:
   
• - Demonstrates strong obligation to SGS QHSEE policies, procedures, and work instructions by actively participating in meetings, projects, and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
• - Performs other related duties as may be assigned either to achieve departmental goal or for his/her personal or professional training, education or development as programmed by his/her immediate superior.

• - Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
• - Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
• - Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
• - Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
• - Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
• - Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
• - Fulfills the requirements needed in the success of the QHSEE Management System
• - Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations.