assistant manager | itsm | servicenow | 50k - 55k
Randstad
- Hong Kong
- Permanent
- Full-time
...about the job.
- Oversee IT service management, managing the ticketing system and ensure timely and efficient handling of support requests
- Work closely with end users and manage service delivery and change management to meet SLA
- Provide technical assistance and support to end-users, resolving issues and escalating as needed
- Properly document and track IT support requests
- Manage the IT support ticketing system, ensuring proper assignment and resolution within designated timeframes
- Involved in testing and troubleshooting of Windows/Mac operating systems
- First point of contact for senior stakeholders/VIPs seeking technical assistanc
- Bachelor Degree or above in Computer Science/Information Technology or a related discipline
- Minimum 7-10 years of experience in IT service management/incident management/operation/change management, with 2 years of experience in a leadership or management role
- Strong experience in IT service management/ticketing systems administration is a must (ServiceNow is preferable)
- Prior experience in Microsoft Products (such as O356, Active Directory/Azure AD, SharePoint, etc.), virtualization, backup solutions, inventory management, etc.
- Good understanding of networking, switches, routers and firewalls, computer desktops, mobile devices, etc.
- Strong analytical and problem-solving skills
- Good communication skills with proficiency in written and spoken both Chinese and English is a must