Assistant Service Management Specialist

ITSM Specialist

Responsibilities:

• Team Leadership & Management:
• Supervise the daily activities of help desk support staff, including Help Desk Specialists, ensuring timely and professional support for network issues, computer problems, core software products, and related hardware.
• Plan, organize, and direct the work of the help desk team, including scheduling shift coverage.
• Evaluate and document staff performance, providing feedback and recommending disciplinary action when necessary.
• Review staff work for accuracy and timely completion of assigned duties.
• Train staff on new and existing procedures, technologies, and support processes.
• Helpdesk support, Incident & Problem Management:
• Document, track, and report on software and hardware malfunctions.
• Enter detailed descriptions of user problems into the designated database e.g. knowledgebase.
• Prioritize requests and categorize them according to established procedures.
• Monitor help desk activities and respond to inquiries.
• Diagnose and provide solutions or escalate complex problems to appropriate personnel.
• Ensure proper problem notification procedures are followed.
• Develop queries to track and follow up on reported problems.
• Notify users of request completion and ensure accurate record-keeping.
• Service Delivery & Improvement:
• Ensure help desk staff provides consistent, high-quality, and professional service, including excellent communication and telephone skills.
• Manage the day-to-day IT service operations, including incident, problem, change, release, and service desk management.
• Provide management reports on help desk statistics with analysis.
• Establish potential incident response procedures, collaborating with various teams.
• Drive continuous improvement in incident handling and overall service delivery.
• Training & Development:
• Train help desk staff on areas of responsibility, new technology, and support procedures.
• Other:
• Travel: PRC travel is required.

Skills & Qualifications:

• Education: Form 5 graduate or above.
• Certifications (Preferred): ISO/IEC 27701:2019 Privacy Information Management System - Understanding & Application Certificate.
• Experience: 4 years or more of experience in a help desk support role.
• Soft Skills:
• Strong communication skills (written and verbal).
• Excellent interpersonal skills.
• Strong analytical skills.
• Ability to work effectively under pressure.
• Ability to work independently and be self-motivated.
• Ability to provide support in non-office hours (i.e., be reachable in non-office hours).