Responsibility

• Manage the processing of incoming calls to the Help Desk via telephone, e-mail and other omni channel to ensure courteous, timely, and effective resolution of end user issues.
• Manages projects assigned to the Service Desk with schedules, trains and provides guidance to the Service Desk staff.
• Track and analyse trends in Help Desk requests and generate statistical reports.
• Oversees the day-to-day activities of the Service Desk and ensures that customer service and communication with customers is a priority.
• Provides assistance in the overall operation of the information technology (IT) function
• Assists users with computer and related IT hardware and software problems, and questions and arranges timely service from outside vendor support organisations when needed.
• In coordination with the Division Manager, develops appropriate Service Management processes, policies, procedures and work plans.
• knowledge of active directory and office 365 for basic level admin task.
• Regular report following.

Requirement 

• Higher diploma/ Degree Holder in Computer Science or related disciplines.
• 3 years or above relevant experience in computer operation, Service Desk support and Data Centre controls
• Familiarity with service desk ticketing systems
• Leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and meet deadlines.
• Strong problem-solving and decision-making abilities, with a focus on providing excellent customer service and user satisfaction.
• Aware changes need, willing to change and drive the change.
• Strong IT project management skill.
• Mature, dynamic, self-motivated and able to work under pressure.
• Proficiency in spoken and written English and Chinese.
• Candidate with less experience will be considered as supervisor

Work Location

• Sha Tin

Working Hour

• 9am-6pm, Monday - Friday