• ITIL is a must

Duties as IT Service Desk Officer:

Responsibilities:      

• Acting as the frontline IT contact for end users
• Daily operational control and management of the Incident/Request Process and services fulfillment
• Track and report the status of all critical incidents to management
• Develop, review and update the IT SOPs, policies and procedures
• Coordinate and provide support to IAM users access management
• Provide Tier 1 support on applications
• Support the projects of MS patches/releases management, desktops support and PC & printer installations

Requirements:    

• Holder of Higher Diploma or above in IT related discipline
• More than 3 years of work experience in services desk or technical support to handle IT incidents and queries from end-users
• Good knowledge of MS Office 365 products
• Full awareness of the IT incidents management workflow and delivery of service desk services
• Knowledge of tier 1 to 2 IT support in the services desk environment

Duties as Service Delivery Manager:

Job Details:

• Lead teams to effective service delivery based on ITIL process framework
• Coordinate different teams including service desk, helpdesk, infrastructure, vendors and business users for service delivery.
• Interact with customers to understand Service Level Agreements and ensure that all services and support functions remain responsive to customer needs
• Proactively drive the resolution of incidents, planned/unplanned changes and ah-hoc client issues requiring additional support and initiate timely escalation to clients and internal parties.

 Requirement:

• Degree in Information Technology or related discipline
• At least 8+ years of relevant experience and 5 years are managerial
• Experience in change, incident, problem and vendor management
• Experience in IT support, system administration and networking
• Experienced in IT service management such as ITILv4 framework

Interested parties please send your full resume with your current and expected salary to shirley.cho@manpowergrc.hk