Main Responsibilities:

• Manage level 1 IT Services Desk and Support, and provide technical guidance to team members to ensure a smooth and efficiency operation;
• Responsible for IT day-to-day operations and health check to ensure all IT systems up and running;
• Responsible for software security patching on timely manner and ensure end users’ technical devices compiling information security policies and audit requirements;
• Responsible for managing outsourced vendors, and ensure vendor fulfill service level agreement and deliverables;
• Responsible as a level 1 IT support working with level 2 and technical vendors for incident resolution, troubleshooting and user communication;
• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems;
• Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request;
• Support IT project implementation, manage and control on resources and project tasks assigned;
• Review existing or create new standard operation procedures that will improve the overall operation of the Level 1 and IT services.

Incumbent Requirements:

• Higher Diploma in Information Technology or equivalent;
• 6 years’ experience or above in IT Services with 2 years supervisor role;
• A wide exposure in areas of IT Services Desk, networking, and security; 
• Strong analytical thinking, problem-solving capability and communication skills (included experience support VIP users);
• Well-organized, strong sense of responsibility and a good team leader;
• Good command in verbal and written English and Chinese (Putonghua speaking is a plus).

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