Company Description: A leading integrated telecom and IT system integration solutions provider in Hong Kong, Macau, and Mainland China. The company offers a wide range of services including fixed telecommunications, mobile services, and enterprise solutions to both residential and corporate customers.
Location: Kwai Chung Office
Nature: Permanent
• Oversee and manage the daily operations of the IT Service Desk Call Centre to ensure exceptional IT support and high user satisfaction.
• Lead and mentor a team of service desk agents, including conducting performance reviews and coordinating training programs.
• Drive the development and maintenance of a comprehensive knowledge base and Standard Operating Procedures (SOPs) for various customers.
• Ensure the timely resolution of IT incidents and service requests, strictly adhering to established Service Level Agreements (SLAs).
• Manage the entire incident management process, guaranteeing effective handling and resolution of all IT-related issues.
• Oversee change management processes to minimize service disruption and maintain operational stability.
• Manage and handle escalated customer complaints, developing and implementing necessary corrective action plans.
• Drive initiatives to continuously identify and implement enhancements to service desk processes and efficiency.
• Oversee the team’s compliance with ISO audit requirements and conduct periodic quality checks to ensure service desk standards are maintained.
• Manage the analysis of performance metrics and prepare detailed reports for senior management review.
• Lead projects related to service desk improvement initiatives, ensuring they are delivered on time and align with overall organizational goals.
• Participate in customer review meetings to proactively gather feedback and address any concerns.
• Possess a Bachelor’s degree in Information Technology or a closely related field.
• Have at least three to five years of experience in IT support, including one to two years spent in a supervisory capacity.
• Demonstrate strong knowledge of ITIL and ITSM frameworks, with specific, practical experience using ServiceNow.
• Experience working with a Configuration Management Database (CMDB) and managing IT assets is required.
• Proficiency in using Microsoft Excel, particularly with advanced functions like pivot tables, for data analysis and reporting.
• Prior experience in conducting root cause analysis to effectively resolve recurring technical issues is strongly preferred.
• A background in programming logic to assist with problem-solving and process automation is a plus.
• Experience leveraging advanced technologies such as Artificial Intelligence (AI) and Robotic Process Automation (RPA) to enhance service desk operations is desirable.
• Proficient in both English and Cantonese; competence in Mandarin is considered advantageous.
• Willingness to be flexible with working hours to accommodate operational needs, including potential non-office hours.
