Responsibilities

• Assist ITS Manager to prepare guidelines, procedures and knowledge base document for IT Service Management and Service Operation  
• Oversee the prioritization of tickets, queue management, scheduling and resource planning to ensure service levels are met
• Review and monitor the performance and quality of service team including outsource service
• Collaborate with IT and other parties for operation process improvement
• Organize IT skill sharing workshop to business users and provide inhouse training for adopting ITSM process
• Prepare reports, perform audit to ensure operation are followed as per procedures and guidelines
• Analyze and identify all performance related issues and ensure appropriate steps to prevent incident outbreak
• Provide technical support and VIP support to users when necessary
• Prepare and update project plan to ensure IT project activities are delivered within scope, budget and timeline

• Ensure working procedures compliance with applicable laws and company policies

Requirements

• Higher diploma holders or above in Computer Studies or related subjects
• Certificate holder in ITIL Foundation or above is preferred
• 4 years of working experience, at least 2 years in IT Service experience
• Experienced in managing the vendor with good customer handling skills and manner      
• Self-motivated, proactive, responsible and customer focus attitude                                   
• Able to work independently and cooperate with other parties                   
• Ability to work under pressure and complete task in tight schedule                       
• A team player with excellent interpersonal skills                 
• Good command of both written and spoken English, Cantonese and Mandarin