Company Description: A leading telecommunications and IT solutions provider offering a wide range of services, including network infrastructure, cloud computing, and enterprise solutions, supporting businesses across various industries.
Location: Kowloon Bay and Customer Office in Central area
Nature: Renewable Contract (12 months)
• Lead teams to ensure effective service delivery based on the ITIL process framework.
• Coordinate cross-functional teams, including service desk, helpdesk, infrastructure, vendors, and business users.
• Manage Service Level Agreements (SLAs) and ensure service responsiveness to customer needs.
• Define service scope and conduct due diligence to maintain high service quality.
• Drive incident resolution, handle planned/unplanned changes, and escalate critical issues.
• Prepare regular operational reports covering capacity, performance, and service levels.
• Degree in Information Technology or a related discipline.
• At least 8 years of relevant experience, including 5 years in a managerial role.
• Experience in IT service desk, deskside support, and VIP support.
• Strong knowledge of IT service management, including ITIL v3/v4 frameworks.
• ITIL certification is required.
• Hands-on experience in change, incident, problem, and vendor management.
• Familiar with IT support, system administration, and networking.
• Knowledge of Microsoft Windows, Linux, Cloud, and Deskside environments.
• Professional certifications such as MCP, RedHat Linux, AWS, or Azure are an advantage.
• Strong relationship-building, analytical, and problem-solving skills.
• Excellent communication skills in both written and spoken Chinese and English.
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