Assistant Manager, Service Desk

John Swire & Sons (H.K.) Limited

A highly diversified, global corporation, the Swire group's businesses encompass property, aviation, beverages and food chain, as well as marine and trading and industrial activities. Its core businesses are mainly focused on Asia, with its key operations in Hong Kong and the Chinese mainland. The Swire group's businesses in Asia are held by the listed company, Swire Pacific Limited.

John Swire & Sons (H.K.) Limited is the holding company of the publicly-listed conglomerate, Swire Pacific Limited. Our IT & Digital Department is now inviting candidates to apply for the following positions:

Assistant Manager, Service Desk / Service Desk Supervisor

This role will lead the service desk team to provide first and second tier on-field end user support, assist in standard and process development, and define metrics to ensure service quality and efficiency. 

Responsibilities: 

• Serve as the frontline ambassador for any IT related enquiries and requests from end users, to provide technical support, and to foster self-service culture
• Ensure timely and effective user communication such as policies and processes, maintenance schedules, user trainings, etc.
• Act as the key driver to define service desk processes, develop standard operating procedures, and propose improvement plans on current practices 
• Collaborate with Manager to define team direction and metrics. Coach junior team members to ensure consistency of user experience and service quality
• Ensure incidents are logged and escalated appropriately, and in compliance with the defined SLA
• Define and manage compliance baseline and enforcement, e.g. OS Compliancy, Patch remediation, etc.
• Assist in IT infrastructure operations and project rollout
• Maintain inventory of endpoint solutions, and conduct regular review on service contracts
• Support procurement management, and source and select optimal hardware and software options
• Act as the Change Advisory Board co-ordinator to facilitate process and communication, to avoid any negative impact on business operations

To be successful in this role, you must have:

• A Bachelor’s degree or above in Computer Science, Information Technology or related discipline
• At least 10 years of experience in user support under multi-lingual environment, with 4 years in VIP user support. Candidates with more experience may be considered Assistant Manager, Service Desk
• Sound knowledge of ITIL framework to deliver service desk service in high quality
• Proven track record in supporting Microsoft Office 365 full suite and meeting room set-up
• Experience in coaching a team is a plus
• Professional qualifications such as ITIL, MCSE and CCNA is advantageous    
• Good communication skills in both written and spoken English and Chinese. Fluent Putonghua is desirable

Application:
At Swire, we are committed to creating an inclusive and supportive working environment for all our people regardless of their age, gender, gender identity, sexual orientation, relationship, family status, disability, race, ethnicity, nationality, religious or political beliefs. We believe in creating an environment where people feel comfortable at work and are able to realise their full potential.

We offer a competitive package to the right candidate. If you meet the qualifications and are interested in this position, you can send your application by clicking ‘Apply Now’. We will contact all shortlisted candidates.

The Swire group is an equal opportunity employer. All applications received will be used exclusively for selection purposes and handled confidentially by authorised personnel only. Your application may also be considered for other suitable positions within the Swire group (please indicate clearly on your application if you would not like to be considered for other positions within the group.) Following data privacy ordinance, all unsuccessful applications will be destroyed after an appropriate time.