Position Summary:

This position is responsible for APAC Service Desk operations, including incident management, problem management, access management and request management and support APAC users business requirement on IT services for critical IT systems such as business production system or ERP system.  The position will provide support, operations and maintenance services to IT teams as well as Business Stakeholders.  The position will also help to design and implement new or expanded infrastructure technology and services as deemed appropriate.  Frequent interaction with customers is expected and it requires good interpersonal communications and effective problem solving skills. The position will assist in enhancing established administration and support tools, processes and procedures and help to achieve the department’s goal for Operational Excellence.

Responsibilities:

1. Manage mass communication with customers and business stakeholders such as service suspension, maintenance, upgrades and decommissioning as well as ensuring customer awareness of service changes and associated impacts.

2. Co-operate with internal and external customers for IT related audits.

3. Assist in managing the problem management process to drive responsible teams for problem diagnosis and resolution.

4. Assist in supervising day-to-day operation of Service Desk.

5. Maintain and manage the procedural and process documents relating to access control.

6. Assist in managing projects that would enhance the quality or efficiency of support, operations and maintenance services

7. Control the quality of handling service desk incidents and provide quality assessment to incidents for incident quality improvement.

8. Acquire and retain current knowledge of relevant product offerings, services and support policies to provide effective solutions to the customer problems.

9. Assist in conducting operational review of  Service Desk.

Requirements:

1. Associate degree or above, computer science background is preferred.

2. Good sense of process management and execution

3. Pro-active, patient, work well in a team environment and able to work independently at the same time.

4. Fluent spoken English and excellent written English is required

5. Demonstrated expression skills, ability to be self-sufficient and work with little supervision

6. Good knowledge of MS Office, Report tools