Job Details – Manager/ Assistant Manager (Incident Manager)
Responsibilities- Lead a Service Desk/ Incident Management team to perform IT service operation, maintain IT/Contact Centre procedures properly and assist the team staff to perform the service requirements by meeting the corresponding Service Level Agreement (SLA)
- Manage the lifecycle of all unplanned IT services interruptions, malfunctions, and quality reductions
- Be part of the Major Incident Management team to participate in incidents and change management process handling
- Participate in & contribute to the incident support arrangement with service providers
- Lead and manage the team resources for aging incidents handling including escalation management
- Proactively communicate and broadcast the incidents status from time to time to the management team and be the initiator to monitor, review & collaborate in the Incident Management Cycle
- Develop and maintain incident handling statistics/ reports
- A Team Head in IT Service Desk/ Contact Centre in a growing prospect
- Perform and continuously improve system operation & maintain IT/ Contact Centre procedures
- Conduct daily system administration, service operation, troubleshooting, apply remediation to system problems and resolve users’ enquiries
- Bachelor’s degree or above education with >8 years relevant experience preferably in IT/ Service Desk or Contact Centre field and preferably with supervisory experiences
- Knowledge in Microsoft Windows Active Directory, Exchange Server Administration is an advantage
- Good analytical skill with objective thinking and strong willingness to initiate and drive changes across all levels
- Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
- Demonstrated strong presentation skill with high degree of maturity & sense of responsibility • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
- Proficiency in MS Office applications; with IT technical background/ solid experience is definitely an advantage
- With ITIL and Microsoft related certification is definitely an advantage
- Candidate with less experience will be considered as Assistant Manager