Assistant Manager, Service Desk

Swire

Quarry Bay, Hong Kong
Permanent
Full-time

15 days ago

A highly-diversified and global corporation, the Swire Group’s businesses encompass property, aviation, beverages and food chain, as well as marine and trading & industrial activities. Its core businesses are mainly focused in Asia, with its key operations in Hong Kong and the Chinese Mainland. Within Asia, Swire's activities come under the Group's publicly quoted arm, Swire Pacific Limited, which is the largest shareholder in two Hong Kong listed companies: Swire Properties and Cathay Pacific Airways.John Swire & Sons (H.K.) Limited is the holding company of the publicly-listed conglomerate, Swire Pacific Limited. Our IT & Digital Department is now inviting candidates to apply for the following positions:Assistant Manager, Service Desk / Service Desk SupervisorThis role will lead the service desk team to provide first and second tier on-field end user support, assist in standard and process development, and define metrics to ensure service quality and efficiency.Responsibilities:

Serve as the frontline ambassador for any IT related enquiries and requests from end users, to provide technical support, and to foster self-service culture
Ensure timely and effective user communication such as policies and processes, maintenance schedules, user trainings, etc.
Act as the key driver to define service desk processes, develop standard operating procedures, and propose improvement plans on current practices
Collaborate with Manager to define team direction and metrics. Coach junior team members to ensure consistency of user experience and service quality
Ensure incidents are logged and escalated appropriately, and in compliance with the defined SLA
Define and manage compliance baseline and enforcement, e.g. OS Compliancy, Patch remediation, etc.
Assist in IT infrastructure operations and project rollout
Maintain inventory of endpoint solutions, and conduct regular review on service contracts
Support procurement management, and source and select optimal hardware and software options
Act as the Change Advisory Board co-ordinator to facilitate process and communication, to avoid any negative impact on business operations

To be successful in this role, you must have:

A Bachelor’s degree or above in Computer Science, Information Technology or related discipline
At least 10 years of experience in user support under multi-lingual environment, with 4 years in VIP user support. Candidates with more experience may be considered Assistant Manager, Service Desk
Sound knowledge of ITIL framework to deliver service desk service in high quality
Proven track record in supporting Microsoft Office 365 full suite and meeting room set-up
Experience in coaching a team is a plus
Professional qualifications such as ITIL, MCSE and CCNA is advantageous
Good communication skills in both written and spoken English and Chinese. Fluent Putonghua is desirable

Application:At Swire, we are committed to creating an inclusive and supportive working environment for all our people regardless of their age, gender, gender identity, sexual orientation, relationship, family status, disability, race, ethnicity, nationality, religious or political beliefs. We believe in creating an environment where people feel comfortable at work and are able to realise their full potential.We offer a competitive package to the right candidate. If you meet the qualifications and are interested in this position, you can send your application by clicking ‘Apply Now’. We will contact all shortlisted candidates.The Swire group is an equal opportunity employer. All applications will be used exclusively for selection purposes and handled confidentially by authorised personnel only. Your application may also be considered for other suitable positions within the Swire group (please indicate clearly on your application if you would not like to be considered for other positions within the group.) Following the data privacy ordinance, all unsuccessful applications will be destroyed after an appropriate time.

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