it helpdesk manager - public sector (50k - 55k x 13)
Randstad
- Hong Kong
- Permanent
- Full-time
- Manage the Helpdesk team of 6, ensuring that all IT support requests are handled in a timely and efficient manner
- Provide technical assistance and support to end-users, resolving issues and escalating as needed
- Involved in testing and trouble-shooting of Windows/Mac operating system
- Ensure that all IT support requests are properly documented and tracked
- Manage the IT support ticketing system, ensuring that tickets are properly assigned and resolved within the designated timeframes
- Serve as the first point of contact for senior stakeholders/VIPs seeking technical assistance around software, hardware procurement, etc.
- Bachelor's Degree or above in Computer Science/Information Technology or a related discipline
- 8-10 years of experience combined in IT helpdesk/operation/service delivery/project management, with at least 2 years of experience in a leadership or management role
- Solid experience in Microsoft Products (such as O356, Active Directory/Azure AD, SharePoint, etc.), virtualization, data center, inventory management, etc.
- Strong understanding of networking, switches, routers and firewalls, mobile devices, etc.
- Strong understanding of computer desktops, mobile devices, and other technical products
- Prior experience in inventory management and IT procurement process
- Understanding of any IT service management/ticketing systems such as ServiceNow or Zendesk etc.
- Strong analytical and problem-solving skills
- Good communication skills with proficiency in written and spoken both Cantonese and English are essential