Job Description

The Job

• Manage day-to-day IT service operations, including Change Management, incident management, problem management and Service Desk functions.
• Supervise and guide Help Desk staff to ensure timely, professional support for network, system, software, and hardware issues.
• Plan, organize, and oversee the daily operations of the help desk team to maintain service quality and efficiency.
• Monitor helpdesk activities, handle escalations, and ensure inquiries are resolved promptly.
• Assist help desk staff on new applications, tools, and support procedures.
• Prepare and deliver ITSM management reports, such as incident report, help desk and change statistics, with performance analysis and insights.
• Collaborate with other IT teams—infrastructure, applications, network, and vendors—to identify and resolve incidents, problems, and service disruptions.
• Provide support in non-office hours (i.e., be reachable in non-office hours).
  
  

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 3 years of hands-on experience in large-scale IT service management, help desk operations, and IT support.
• Proficient in Microsoft Office, Excel, Power BI.
• IT knowledge on Infrastructure, Database, System, Network and Security.
• Experience with Jira Service Management and Leiga software is a plus.
• ITIL Foundation Certification is an advantage.
• Excellent command of English, Cantonese, and Putonghua.
• Strong analytical and problem-solving skills, with great attention to detail.
• Able to manage time effectively and work both independently and collaboratively across teams and vendors.