Job Description (Top 5) ：

• Responsible for actively monitoring incident and service request ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools to meet the Service level;
• Act as first point of contact for new scope requirements and BAU Escalation;
• Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs
• Responsible for providing prioritization of tasks and projects on the daily basis
• Ensure the end users receive high quality operational end user deskside support
• Provide application/Windows OS patching and deploying data reporting (application install status, client health) leveraging Microsoft System Center Configuration Manager (SCCM)

Job Requirement (Top 5) ：

• Bachelor’s degree in IT / IS discipline or equivalent;
• At least 10 years’ experience in end user support; which included 3 years’ experience leading a team of 3 to 5 engineers; 
• Mentoring/teaching and team management;
• Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
• ITIL V3/V4 is required, PMP certification is preferred;