工作职责：

Job Description:
? Deliver the remote, on-site and over the phone technical support within the agreed service levels, covering desktop hardware (computers, monitors, printers etc.), mobile device (laptops, phones, tablets etc.), communication systems, VC system and application software
? Ensure that all requests from users for assistance are handled promptly and effectively, and if necessary, escalated to the appropriate level
? Ability to assess multiple demands and competing priorities, and serve as an escalation point for the team
? Collaborate with other teams to optimize processes and handle client requests
? Empower the team to work productively and efficiently. Lead process improvement efforts to improve efficiency and timeliness and identify where new processes need to be developed
? Produce written reports, emails and documentation of processes and procedures as of when required by either management or for service requirement
? Develop and maintain policies and procedures for the IT Help Desk team.
? Manage hardware and software inventory levels

任职资格：

Requirements:
? Bachelor’s degree in an IT or related field.
? Minimum 5 years IT experience. Experience in international financial institutions is desirable.
? Minimum 2 - 3 years in a management or lead position
? Windows 10, Microsoft 365, Microsoft Desktop Support, VDI, Linux/Unix (preferred)
? Basic network technology knowledge (LAN/WAN and wireless)
? Active Directory and network account support proficiency;
? Operating Systems and software enterprise roll-out experience
? Ability to work in a collaborative team environment with confidence to interact with management and senior leaders
? Excellent oral and written communication skills in English, Putonghua and Cantonese.
? Excellent service-driven customer-focused skills
? Solid relationship management and performance management skills.
? Exceptional analytical and process improvement skills.
? Hands on experience working in Incident, Problem and Change Management disciplines