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- 职位介绍
- Responsibilities 1. Lead a service desk shift that will contain 8 – 10 file transmissions analysts to exemplify a customer-focused culture. 2. Focus on the swift resolution of incidents, with a target to resolve 90% of incidents via the service desk and continually reduce MTTR. 3. Take ownership of call queue(s); ensure tickets are managed, allocated, escalated, and resolved within SLA’s. 4. Report on statistics relating to incidents, problems, resolutions, escalations, aged tickets, updated tickets and ensure KPI’s are on track. 5. Proactively identify problem situations, review the problems, engage associates to plan for investigation, and resolution within SLAs. 6. Understand the set objectives and work collaboratively with peers within the service desk function to achieve organizational goals. 7. Create / maintain knowledge base through documentation in Confluence. Requirement 1. Bachelor’s degree and above, 5+ years of work experience and proven track record as Service Desk Manager or similar. 2. Experience with Managed File Transmission technologies / products. 3. Service delivery, including incident & problem management, service improvement, reporting and trend analysis. 4. Managing a service desk through ITIL framework, Strong knowledge of ITSM and ITAM principles. 5. Knowledge in production support, release management, delivery artifacts and delivery management, team management experience. 6. A strong level of IT literacy, including a broad knowledge of IT infrastructure (operating systems, networking, security). 7. Strong written and verbal communication skills in English, Cantonese and Putonghua, with the ability to translate complex technical information into an engaging and understandable format for customers and business leaders.
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