Job Description:

• Assist the IT Lead in supervising and managing the Service Desk team to perform day-to-day operational support and project implementations. This includes handling and reviewing communications, managing request tickets, providing technical support, and troubleshooting issues related to computer hardware, software, and peripherals.
• Assist the IT Lead in driving the transformation from legacy to modern operations by applying new technology, such as Chatbot.
• Review, analyse, and revamp existing technologies, tools, processes, and procedures to optimize overall Service Desk operations.
• Plan and optimise automation workflows using existing technologies to enhance overall effectiveness and reliability.
• Prepare monthly service ticket analysis, and conduct research as required.
• Establish, maintain, and review policies, processes, procedures, and standards related to Service Desk operations.
• Perform any other duties and projects as assigned by the supervisor.

Requirement:

• Bachelor's Degree in Computer Science, Information Technology, or related disciplines.
• A minimum of 5 years of relevant experience, including at least 1 year at a supervisory level in a Service Desk environment.
• Professional qualifications in ITIL or related fields.
• Experience in automation operations, including MS Teams Agent, Copilot, Power Automate, PowerShell Script, VBS, etc is an advantage.
• Ability to work independently, proactively, and coach junior team members.
• Well-organised and detail-oriented with strong interpersonal, communication, and problem-solving skills.
• Good command of English and Chinese languages, both spoken and written.

Interested parties please email a MS Word version resume and expected salary to [email protected] and quote the job reference no.