Edvance Technology (Hong Kong) Limited (a member of Edvance International SEHK:8410) is a fast growing IT security value-added distributor, providing high-end information security solutions to enterprises in the region. We provide product, technology, & professional services that are aimed at aiding...

Edvance Technology (Hong Kong) Limited (a member of Edvance International SEHK:8410) is a fast growing IT security value-added distributor, providing high-end information security solutions to enterprises in the region. We provide product, technology, & professional services that are aimed at aiding enterprises to realize their vision quickly.

As the dynamics of technology are constantly evolving, businesses find challenges of balancing security with costs, and seek to effectively manage the protection of their valuable information assets.

To cope with our rapid expansion, we are looking for high calibre individuals with the following skill sets:

 

Technical Service Supervisor / Assistant Manager

Job level Middle
Education Not applicable
Location
Ngau Tau Kok
Employment type Full Time
Benefits 5-day week, Medical plan, Performance bonus
Industry Internet / Digital / eCommerce
Job function Information Technology > Help Desk / IT Support
Information Technology > Engineering - Network
Published On 22/05/2019

Description:

The Service Desk Supervisor / Assistant Manager is responsible for delivering front line support to all end customers providing excellent customer service. The Service Desk Supervisor / Assistant Manager plays a role in incident management, problem management, service request fulfillment, knowledge management and customer service.

 

Job Duties include:

  • Managing Service Desk resources, provide professional guidance, training and operational support to ensure proper and sufficient workforce to cover defined services
  • Directly supervising technical troubleshooting and issue resolution, delivering root cause analysis, countermeasures and long-term resolutions for all identified issues to improve the availability and performance of the supported products
  • Performing problem trend analyses and initiating action to improve policies, procedures, and/or technology standards
  • Defining and improving incident management processes
  • Identifying and resolving incidents within agreed Service Level Agreements (SLAs)
  • Promoting collaboration with the Technical Services Team to enable total customer satisfaction

 

Requirements:

  • At least 3 years relevant experience is preferred
  • Experience in developing and documenting processes, and procedures; particularly in a SLA driven environment
  • Good technical sense in IT solutions, system, server, network and security
  • Excellent communication, interpersonal skill and analytical skills
  • ITIL certified would be an advantage

 

Interested applicants please send full resume stating the present & expected remuneration and date of availability to Human Resources Department, 39/F., Montery Plaza, 15 Chong Yip Street, Kwun Tong, Kowloon, Hong Kong. or click on the “” button below.

 

(Personal data collected would be used for recruitment purpose only. All personal data of unsuccessful candidates will be destroyed after six months.)