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IT Service Desk Manager
1 week ago
About Bank Of China (Hong Kong) Limited
We are a leading financial services institution in Hong Kong, dedicated to providing exceptional customer service and innovative solutions.
Job Summary:
We are seeking an experienced IT Service Desk Manager to join our team. As a key member of our Helpdesk team, you will be responsible for managing IT tickets, responding to user queries, and resolving issues in a timely and effective manner.
Key Responsibilities:
- Manage and prioritize IT Helpdesk tickets to ensure timely resolution;
- Respond to user inquiries via phone, email, and ticket system in a professional and courteous manner;
- Resolve user queries and feedback quickly and effectively, escalating complex issues to senior technical staff when necessary;
- Document cases in the Ticket Logging System, maintaining accurate and up-to-date records;
- Foster strong relationships with users, providing excellent customer service and support;
- Maintain knowledge of company policies, guidelines, and service level standards, ensuring compliance and adherence;
- Prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment;
- Develop and implement process improvements to enhance Helpdesk efficiency and effectiveness;
- Collaborate with internal stakeholders to resolve technical issues and improve overall IT service delivery;
- Stay up-to-date with industry trends, best practices, and emerging technologies to maintain expertise and provide informed guidance to users.
Requirements:
- Degree in Information Technology or related field;
- Completion of ITIL Foundation certification is an advantage;
- Strong customer-oriented mindset, excellent communication and interpersonal skills;
- Independent, diligent, and responsible, with a positive attitude under pressure;
- Familiarity with various Microsoft Office applications;
- Good command of both written and spoken English and Chinese, with spoken Mandarin as a bonus;
- Ability to work in a dynamic environment, adapt to change, and prioritize tasks efficiently;
- Effective time management and organization skills, with attention to detail and quality of work.
