Position Summary:

As a key member of the Global Solution Support team, you will work closely with the Global Solution Support Leaders in End User Technology / Collaboration and Service Desk to continually improve the overall experience and satisfaction of our customers when utilizing our systems and solutions. The mission of this role is to ensure customer satisfaction, quality of services and IT Products released, and deliver business value.

Key Responsibilities:

• Responsible for overseeing end user environment and service desk operation in Asia (Hong Kong, China, Taiwan, India, Malaysia, Japan)
• Be an active member of global team, organize and present Asia requirements in the areas of end user environment and service desk operation
• Influence and / or customize end user environment and service desk operation policy and standard for matching business needs in Asia as required
• Provide guideline, training and documentation to Asia team in to ensure the daily operation is executed in line with defined policy and procedures
• Service desk operation
• Mobile management tools (including MDM, group policy, imaging, patching, software rollouts, etc.)
• Asset lifecycle for end user items (cellular, tablets, PCs, printers, software, scanners, etc.)
• Help implement next generation of collaboration tools in Asia
• Monitor and ensure service desk KPI are met, this requires understanding support issue trends, develop lower level KPI, procedures and documentation to ensure continuous improvement in management and support of all IT services and applications
• Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to ensure adherence to SLA
• Coordinate and participate in monitoring, review and auditing processes related to service delivery
• Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services
• Lead development of new support capabilities required to support and maintain new end user technology & applications

Requirements:

• Strong experience in supporting various end user technology
• PC and mobile devices
• Microsoft end user software family
• Printer, scanner, wireless AP, mobile networking
• Collaboration tools, tele conferencing, voice conference, video conference
• Systems support and maintenance experience in
• AD, Windows server, Citrix, IIS, SQL database
• Network and system monitoring
• Strong troubleshooting and problem solving skill
• Ability to support a wide array of IT services
• Minimum 6 year experience in IT support field in MNC (manufacturing company preferred), with at least 2 years in supervisor level
• Weekly travel to Huizhou is needed
• Direct, hands-on experience in people management
• Fluent in written and oral English, Mandarin and Cantonese
• Responsible, self-motivated, good communication and interpersonal skills

You will work in a fast-paced environment, and must have the ability to multitask while still providing exemplary service to clients. A successful candidate will work in an environment that fosters cross-training and voluntary knowledge transfer.

Preferred Requirements:

• Bachelor’s degree, information technology, computer science or other related technical degree / equivalent experience
• ITIL Certification