Service Desk Leader (ITIL, 5 days work)

CL Technical Services Limited was established in 1994 and started providing IT contract staff services to our clients since 1998. As a trusted recruitment agency in Hong Kong, we specialize in the provision of one-stop recruitment & secondment services to some major corporations and we are an authorized supplier of T-contract service since 2005. Building on our years of experiences in recruiting IT talents, we provide candidates to different governmental departments and bureaus across different job categories. Approach us to find a right job!

Job Duties:

• Manage incoming calls to the Service Desk via telephone, e-mail, self-service portal and other omni channel to ensure courteous, timely, and effective resolution of end user issues.
• Lead and manage Service Desk including hiring, training, development of staff, setting of KPIs on team’s performance, coaching and discipline.
• Track and analyse trends in Service Desk requests and generate statistical reports.
• Oversees the day-to-day activities of the Service Desk and ensures that customer service and communication with customers is a priority
• Identify and suggest possible improvements to procedures and achieve operation excellence
• Prepare weekly and monthly performance reports, service reports and ad hoc reports
• Manage the IT Asset inventory, ensure timely and accurate IT inventory list.
• Update processes, procedures, work instruction documents and provide training to the team members, ensure team members follow documents in the operations
• Act as an escalation point for any Service Desk issues

Job Requirement:

• Higher Diploma or above in Computer Science or related subjects
• A minimum of 3-4 years’ relevant experience in Service Desk support
• ITIL certified is an advantage
• Knowledge of Office 365 and Service Now ticket system is an advantage
• Good command of English and Chinese languages, both spoken and written

If interested for the above position, please send detailed resume with current and expected salary as well as date of availability by sending email to [email redacted, apply via Company website]

For more job opportunity, please visit our website:

The personal information is collected strictly for recruitment purpose only.