JOB DETAILS

• Work type: Full time

• Location: Hong Kong

RESPONSIBILITIES

• Ensure timely resolution of IT service requests and incidents, maintaining high customer satisfaction levels

• Develop and implement service team procedures to improve efficiency and effectiveness

• Monitor performance metrics and provide reports on service team activities to senior management

• Create and implement internal SLAs and KPIs for effective IT operation management

• Coordinate with other IT teams to ensure smooth operations and alignment with business objectives

• Provide regular training and skill development programs for the service team

• Ensure compliance with company policies, IT standards, and security protocols

• Drive continuous improvement initiatives to enhance service quality and operational efficiency

• IT incident/change follow-up (from open to close with proper approval and according to policy and procedures)

REQUIREMENTS

• Higher diploma holders or above in computer science, information technology, or related disciplines

• Minimum of 2 years of experience of IT support with a strong focus on end user service

• Certificate holder in ITIL V4 is preferred

• Experienced in managing the vendor with good customer handling skills and manner

• Self-motivated, proactive, responsible and customer focus attitude

• Able to work independently and cooperate with other parties

• Ability to work under pressure and complete tasks in tight schedule

• A team player with excellent interpersonal skills

• Good command of both written and spoken English, Cantonese and Putonghua

• Candidate with less experience will consider as Officer, IT Service Management