Responsibilities

• Oversee and be an active part ofthe Client Services Team and uphold SLAs includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents;
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems;
• Participate in and support capacity planning and the development of long-term strategic goals for Citrix systems, software, and clients in conjunction with end users and department managers;
• Develop, document, and maintain policies, procedures, and associated training plans for both Citrix system and end-user access.

 Requirements

• Bachelor Degree or equivalent in Information Systems;
• At least 2 years’ experience leading an IT support team;
• Experience working within a global or regional company (reporting internationally preferred);
• ITIL foundations certification preferable;
• Strong customer service orientation;
• Proven analytical and problem-solving abilities;
• Strong interpersonal and oral communication skills;
• Ability to present ideas and solutions in user-friendly language;
• Highly self-motivated and directed, keen attention to detail.

We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical insurance. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)

ServiceOne Limited is a leading independent IT service providers in the region with headquarter in Hong Kong (since 1999), with over 2,000 employees in 52 offices across Hong Kong, mainland China and Macau. We offer Well-Rounded IT services, such as managed service, IT outsourcing, warranty and maintenance service, helpdesk and technical support, and leading-edge Cloud-based service platform as automation solution to clients across the region. Our clients are major corporations in public and private sectors across Banking and Finance, Telecommunication and Retail, Government and Education, and others.

To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all clients, we invite high-caliber candidate of you to join our company.

For more information, please visit our Website at www.sogservice.com