Tech
October 26, 2023
Assistant Manager, Service Desk / Service Desk Supervisor
Quarry bay & Wanchai
Responsibilities:
- Serve as the frontline ambassador for any IT related enquiries and requests from end users, to provide technical support, and to foster self-service culture
- Ensure timely and effective user communication such as policies and processes, maintenance schedules, user trainings, etc.
- Act as the key driver to define service desk processes, develop standard operating procedures, and propose improvement plans on current practices
- Collaborate with Manager to define team direction and metrics. Coach junior team members to ensure consistency of user experience and service quality
- Ensure incidents are logged and escalated appropriately, and in compliance with the defined SLA
- Define and manage compliance baseline and enforcement, e.g. OS Compliancy, Patch remediation, etc.
- Assist in IT infrastructure operations and project rollout
- Maintain inventory of endpoint solutions, and conduct regular review on service contracts
- Support procurement management, and source and select optimal hardware and software options
- Act as the Change Advisory Board co-ordinator to facilitate process and communication, to avoid any negative impact on business operations
To be successful in this role, you must have:
- A Bachelor’s degree or above in Computer Science, Information Technology or related discipline
- At least 10 years of experience in user support under multi-lingual environment, with 4 years in VIP user support. Candidates with more experience may be considered Assistant Manager, Service Desk
- Sound knowledge of ITIL framework to deliver service desk service in high quality
- Proven track record in supporting Microsoft Office 365 full suite and meeting room set-up
- Experience in coaching a team is a plus
- Professional qualifications such as ITIL, MCSE and CCNA is advantageous
- Good communication skills in both written and spoken English and Chinese. Fluent Putonghua is desirable
Quick Apply:
Assistant Manager, Service Desk / Service Desk Supervisor
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