Company Description: A leading telecommunications and technology service provider offering comprehensive ICT solutions, mobile services, and broadband network infrastructure.
Location: Kowloon Bay
Nature: Renewable Contract (12 months)
• Act as the assistant to the Service Desk Manager to oversee overall service quality, team performance, and operational excellence.
• Supervise IT Service Desk staff by providing front-line guidance, coaching, and daily support to maintain smooth team operations.
• Oversee and prioritize daily IT Service Desk tasks with a focus on store support services to ensure swift resolution of retail outlet incidents.
• Administer the ServiceDesk ticketing system to ensure user requests and incidents are properly logged, tracked, escalated, and resolved within established SLAs.
• Monitor IT system performance and metrics continuously to identify affected areas and initiate timely escalations.
• Collaborate with cross-functional teams to drive and implement IT projects and strategic initiatives within scope and schedule.
• Develop, review, and maintain standard operating procedures while ensuring all operational documentation is strictly followed.
• Conduct regular IT management meetings and prepare comprehensive performance reports for stakeholder reviews.
• Perform ad-hoc operational assignments as required by the Service Desk Manager.
• Possess a minimum of three years of relevant hands-on experience in IT Service Desk support roles.
• Hold prior working experience in retail, food and beverage, or multi-site store support operations.
• Demonstrate proven experience as a team leader or supervisor in a Service Desk, Call Center, or Network Operations Center environment.
• Exhibit solid experience with IT Service Management frameworks and enterprise ticketing tools such as ServiceNow.
• Possess practical knowledge of ITIL-based processes and ISO20000 service management best practices.
• Demonstrate strong analytical and decision-making abilities paired with a dedication to delivering superior customer service.
• Maintain excellent communication and interpersonal skills to engage effectively with both technical teams and non-technical business users.
• Display adaptability and resilience while managing work effectively under pressure in a dynamic environment.
• Maintain professional fluency in spoken and written English as well as Chinese.
Others
• Work a five-day rostered shift week including regular Saturday and Sunday coverage based on operational demands.
• Flexible to cover rostered shift hours spanning from 09:00 to 18:00 or 12:00 to 21:00 as required by business needs.
• Immediate availability is highly preferred for this urgent opening.
