Assistant Manager - Customer Services (ITIL, ServiceNow)

Classy Wheeler Limited; Hong Kong; On-site; HKD 334,800 - 502,200; Full time

Job summary

A leading telecom solutions provider in Hong Kong is seeking an IT Service Desk Manager to oversee daily operations and ensure high user satisfaction. The role involves managing a team, driving developments in knowledge base processes, and adhering to Service Level Agreements. Candidates should possess a Bachelor’s degree in Information Technology and at least 3-5 years of IT support experience, including supervisory roles. Proficiency in ITIL, ServiceNow, and both English and Cantonese is required.

Qualifications

• 3-5 years experience in IT support, including supervisory experience.
• Strong knowledge of ITIL and ITSM frameworks, practical experience with ServiceNow.
• Proficient in advanced Excel for data analysis and reporting.

Responsibilities

• Manage daily operations of the IT Service Desk Call Centre.
• Lead and mentor service desk agents, conducting performance reviews.
• Ensure timely resolution of IT incidents and service requests.

Skills

ITIL knowledge

ITSM frameworks

ServiceNow

Microsoft Excel (advanced functions)

Bilingual in English and Cantonese

Education

Bachelor’s degree in Information Technology

Tools

Configuration Management Database (CMDB)

Artificial Intelligence (AI)

Robotic Process Automation (RPA)

Job description

Client Description

Company Description: A leading integrated telecom and IT system integration solutions provider in Hong Kong, Macau, and Mainland China. The company offers a wide range of services including fixed telecommunications, mobile services, and enterprise solutions to both residential and corporate customers.

Location: Kwai Chung Office
Nature: Permanent

Job Description

• • Oversee and manage the daily operations of the IT Service Desk Call Centre to ensure exceptional IT support and high user satisfaction.
• • Lead and mentor a team of service desk agents, including conducting performance reviews and coordinating training programs.
• • Drive the development and maintenance of a comprehensive knowledge base and Standard Operating Procedures (SOPs) for various customers.
• • Ensure the timely resolution of IT incidents and service requests, strictly adhering to established Service Level Agreements (SLAs).
• • Manage the entire incident management process, guaranteeing effective handling and resolution of all IT-related issues.
• • Oversee change management processes to minimize service disruption and maintain operational stability.
• • Manage and handle escalated customer complaints, developing and implementing necessary corrective action plans.
• • Drive initiatives to continuously identify and implement enhancements to service desk processes and efficiency.
• • Oversee the team’s compliance with ISO audit requirements and conduct periodic quality checks to ensure service desk standards are maintained.
• • Manage the analysis of performance metrics and prepare detailed reports for senior management review.
• • Lead projects related to service desk improvement initiatives, ensuring they are delivered on time and align with overall organizational goals.
• • Participate in customer review meetings to proactively gather feedback and address any concerns.

Job Requirements

• • Possess a Bachelor’s degree in Information Technology or a closely related field.
• • Have at least three to five years of experience in IT support, including one to two years spent in a supervisory capacity.
• • Demonstrate strong knowledge of ITIL and ITSM frameworks, with specific, practical experience using ServiceNow.
• • Experience working with a Configuration Management Database (CMDB) and managing IT assets is required.
• • Proficiency in using Microsoft Excel, particularly with advanced functions like pivot tables, for data analysis and reporting.
• • Prior experience in conducting root cause analysis to effectively resolve recurring technical issues is strongly preferred.
• • A background in programming logic to assist with problem-solving and process automation is a plus.
• • Experience leveraging advanced technologies such as Artificial Intelligence (AI) and Robotic Process Automation (RPA) to enhance service desk operations is desirable.
• • Proficient in both English and Cantonese; competence in Mandarin is considered advantageous.
• • Willingness to be flexible with working hours to accommodate operational needs, including potential non-office hours.