Assistant Manager / Senior Officer

The applicant must possess:

1. a recognised degree in Information Technology related disciplines;
2. a minimum of 7 years’ (for Assistant Manager grade) or 5 years’ (for Senior Officer grade) post-qualification relevant experience in IT projects, with at least 1-2 years at the supervisory level;
3. experienced in managing IT projects is preferred;
4. proven track record in ITSM tool experience in managing user support services;
5. strong communication, leadership and problem-solving skills with a technology-driven and analytical mindset;
6. a self-starter with a willingness to outreach to users to understand their needs and provide solutions to their operational pain points;
7. ability to inter-relate seemingly disconnected issues and provide turn-key solutions to resolve these issues;
8. good technical knowledge in Windows/Mac, PC hardware, Audia/Visal technologies, videoconferencing, M365, Zoom, Acrobat, BIM etc;
9. certifications in Microsoft technologies are advantageous but not required;
10. good command of both written and spoken English and Chinese.

(Applicants who do not possess the required qualifications and / or experience may be considered for Senior Officer – Information Technology, Service Management.)

Duties include:

1. to oversee a dynamic team of both in-house and outsourced IT support team, ensuring smooth operations of the IT hotline and desk side support to cater to the needs of multiple locations across Hong Kong;
2. to utilize the IT Service Management (ITSM) platform to effectively manage and streamline the operations of the hotline and desk side team. Leverage the capabilities of ServiceNow to efficiently track and prioritize support tickets, assign tasks, monitor progress, and ensure timely resolution of user issues;
3. to ensure adherence to all IT support Service Level Agreements (SLAs) and generate comprehensive reports that include SLA performance and key metrics, providing insights into the achievement of service level targets, pertaining to the activities and performance of the Service Management team;
4. to collaborate and coordinate with cross-functional teams to ensure the continuous support and maintenance of essential IT facilities, including workspace hardware and software, that are crucial for delivering user services;
5. to conduct comprehensive user training sessions to enhance IT-related knowledge and skills among organization users. This includes designing and delivering training materials, organizing workshops or webinars, and providing hands-on guidance to ensure users have a strong understanding of IT tools, systems, and best practices;
6. to deliver VIP-level support to senior executives, including C-suite members and Directors, ensuring prompt and personalized assistance to meet their specific technology needs and requirements; and
7. to carry out any other duties as assigned from time to time by the Executive Director.

Applications :

The position is on a renewable fixed-term contract (subject to performance and operational needs) for a period of 2 years.

Please click the below “Apply Online” to complete the application form and upload the updated curriculum vitae, the results of English and Chinese Language obtained in public examinations, current and expected salary together with a covering letter stating one’s suitability for the job on or before 25 April 2024.

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