CUSTOMER SERVICES - ASSISTANT MANAGER

Job Summary:

The Assistant Manager will manage and oversee the daily operations of the IT Service Desk Call Centre, driving the team to deliver exceptional IT support and enhance user satisfaction.

Job Responsibilities:

• Manage and oversee a team of service desk agents, providing mentorship, conducting performance reviews, and facilitating training.

• Drive the team to build and maintain a comprehensive knowledge base and standard operating procedures (SOPs) for various customers.

• Oversee the timely resolution of IT incidents and requests, ensuring adherence to SLAs.

• Manage the incident management process to ensure effective handling and resolution of IT issues.

• Oversee change management processes to ensure minimal disruption to service delivery.

• Drive initiatives to identify and implement enhancements to service desk processes.

• Act as the escalation point for complex issues and oversee efforts to improve user satisfaction through feedback initiatives.

• Manage periodic quality checks to ensure service desk standards and compliance are maintained.

• Manage and handle customer complaints, developing corrective action plans as needed to address issues.

• Manage projects related to service desk initiatives, ensuring timely delivery and alignment with organizational goals.

• Manage participation in customer review meetings to gather feedback and address concerns.

• Oversee teams to ensure compliance with ISO audit requirements.

• Manage the analysis of performance metrics and prepare reports for management review.

Job Requirements:

• Bachelor’s degree in IT or a related field.

• 3-5 years of experience in IT support, with 1-2 years in a supervisory role.

• Strong knowledge of ITIL and ITSM frameworks, with specific experience in ServiceNow.

• Experience with Configuration Management Database (CMDB) and asset management.

• Proficiency in Excel, including experience with pivot tables.

• Experience in conducting root cause analysis to resolve recurrent issues is preferred in advance.

• Background in programming logic to assist in problem-solving and process automation is preferred in advance.

• Experience in utilizing AI and RPA technologies to enhance service desk operations is preferred in advance.

• Proficiency in English and Cantonese; Mandarin is a plus.

Working Conditions:

• Flexible to accommodate operational needs, including potential non-office hours.

• Work location is Kwai Chung Office.

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