Your new role

This role will lead the service desk team to provide first and second tier on-field end user support, assist in standard and process development, and define metrics to ensure service quality and efficiency.

What you'll need to succeed

• Serve as the frontline ambassador for any IT related enquiries and requests from end users, to provide technical support, and to foster self-service culture
• Ensure timely and effective user communication such as policies and processes, maintenance schedules, user trainings, etc.
• Act as the key driver to define service desk processes, develop standard operating procedures, and propose improvement plans on current practices
• Collaborate with Manager to define team direction and metrics. Coach junior team members to ensure consistency of user experience and service quality
• Ensure incidents are logged and escalated appropriately, and in compliance with the defined SLA
• Define and manage compliance baseline and enforcement, e.g. OS Compliancy, Patch remediation, etc.
• Assist in IT infrastructure operations and project roll-out
• Maintain inventory of endpoint solutions, and conduct regular review on service contracts
• Support procurement management, and source and select optimal hardware and software options
• Act as the Change Advisory Board co-ordinator to facilitate process and communication, to avoid any negative impact on business operations

• A Bachelor’s degree or above in Computer Science, Information Technology or related discipline
• At least 10 years of experience in user support under multilingual environment, with 4 years in VIP user support. Candidates with more experience may be considered Assistant Manager, Service Desk
• Sound knowledge of ITIL framework to deliver service desk service in high quality
• Proven track record in supporting Microsoft Office 365 full suite and meeting room set-up
• Experience in coaching a team is a plus
• Professional qualifications such as ITIL, MCSE and CCNA is advantageous
• Good communication skills in both written and spoken English and Chinese. Fluent Putonghua is desirable

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Feel free to contact myself on +852 22307982 for a confidential discussion and send me your CV to macy.tang@hays.com.hk.

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