IT Service Manager (Helpdesk support)

Location: Hong Kong, Hong Kong
Contract Type: Permanent
Specialisation: Technology
Salary: Negotiable
REF: BBBH229188_1547012343


Our client is a leading bank in Hong Kong working on large scaled projects. They are now looking for an IT Service Manager (Helpdesk) to join their IT team to support their expanding business.

Responsibilities

  • Manage the change control team to provide the change management service including change governance, execution and follow up with IT team
  • Assess and refine the service management framework and process control for the daily IT service, and manage the operations of Change Control, Incident/Problem Management, Help Desk functions
  • Assist IT helpdesk team to provide IT helpdesk service to response for user requests and incidents; provide the pre-defined supports, escalate the cases to IT supporting teams or supporting vendors
  • Assist the Data Center Management to strengthen the daily operations and service quality
  • Monitor the performance and quality of services deliverables, establishment of SLAs, conducting service reviews and performing services level reporting
  • Conduct incident and change management
  • Undertake quality review on respective service management processes to develop and improve quality standards

Essential Requirements

  • Bachelor degree holder in Computer Science / Information Technology or related discipline
  • At least 8 years experience in banking or financial industry
  • Holder of Certified IT service management professional such as ITIL, ISO etc by recognized institutions (e.g. ITIL Certification Management Board)
  • Experienced in incident and change management, handling SLA and monitoring KPI, etc.
  • Familiar with helpdesk operations is a must; with data centre operations is a plus
  • Proactive and able to work independently
  • Excellent communication skills in English and Chinese

Interested parties, click "APPLY NOW" or send your application to karis.chan@ambition.com.hk