Helpdesk Manager
The Role:
- Responsible for leading a team of 3 Helpdesk Support Analysts and managing the outsourced Service Desk. The team is responsible for providing helpdesk support to Hong Kong office and desktop engineering services for Hong Kong and APAC offices.
- Promoting the continuous improvement of productivity, service quality and internal customer satisfaction
- Develop, ensure and monitor that processes are in place to proactively protect consistent service quality through management of change control and acceptance into IT service procedures policies
- Ensure escalation calls to appropriate groups in the region and global IT teams, follow through on case resolutions and maintain sound relationship with end customers
- Provide problem management support and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Ensure resources, capabilities and capacity of the team to meet both existing and new business challenges
- Participate in budget planning, contract negotiation, procurement and payment process
- Coordinate and provide end user training, documentation and communication in a professional manner
Your Profile:
- Minimum of 8 years of helpdesk experience preferably with a minimum of 3 years in a management level position.
- Computer Science degree holder or relevant technical experience
- Strong client and operation focus – ability to operate at prime customer contact level typically at senior manager/executive level
- Demonstrable a breadth and depth of operational service delivery management expertise, preferably in Financial industry
- Strong vendor management skills
- Experience in service desk ticketing platform such as ServiceNow and Remedy, for incident, problem and change management
- Mobile Device Management – Blackberries, iOS and Android devices
- Capable to produce high quality documentation and coordinate with different parties to implement solutions
- Excellent knowledge in: Windows 7, MS Office, Active Directory, MS Lync, Remote Access, Two-factor authentication, Virtual Desktop, printing and scanning solution, digital signage, audio and visual equipment, Tandberg and Polycom video conferencing, Cisco IP Telephony, voice recording, Symantec Altiris, McAfee ePO, Lumension Patchlink
- Excellent command of spoken and written English, Cantonese and Mandarin
Apply Today:
Please send your resume in WORD format to stephen.wong@pts-consulting.com.hk Thank you.
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