Helpdesk Support Manager
ServiceOne Limited is one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.
We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .
To Stay true to ServiceOne’s ongoing mission that is to deliver the highest quality services to all her customers, we invite high-caliber candidate of you to join our company.
For more information, please visit our website at www.serviceoneasia.com.
Remuneration Package:
Competitive remuneration package, 5-day-work
Annual leave starting from 14 days
Medical and health insurance coverage, body check
Discretionary bonus
Responsibilities:
Supervise a team of 6-10 End User Support Analysts and Technicians
Conduct performance reviews and staff development activities
Ensure compliance with the organization IT policies.
Manage and support end-user computing services, including desktops, laptops, and related workplace technologies
Manage and monitor IT asset including procurement, inventory control, maintenance and disposal.
Plan and deliver Windows and Office migration projects, ensuring smooth deployment and minimal user impact
Oversee meeting room technology support, including audio-visual (AV) equipment, video conferencing systems, and collaboration tools
Provide deskside support for hardware and software issues, installations, upgrades, and troubleshooting
Lead and develop team members to ensure effective service delivery
Lead or contribute to IT projects such as security patch upgrades and other urgent upgrades
Coordinate with different teams/vendors for project implementation and daily operations
Ensure compliance with internal policies, security standards, and regulatory requirements
Ensure accurate technical and policy documentation is maintained and regularly updated.
Requirements:
Degree holder in Computing/Information Technology or related field.
At least 5 years of IT support experience
Able to independently configure and troubleshoot desktop hardware and peripherals (laptops, desktops, printers, etc.)
Provide on-site support for computer equipment and perform independent on-site fault diagnosis
Handle account permission issues and provide desktop troubleshooting & permission support for application systems
Hands-on technical skills on Windows OS, Mac, iOS, Android and Active Directory
Good understanding of IT security principles, data protection, and backup/disaster recovery practices.
Familiar with Windows registry, group policies, services, logs, and command lines; able to assist technical experts in analyzing and resolving complex technical issues
ITIL or related professional certificates preferred
Strong communication, problem-solving, and stakeholder management skills
Possess first-line application system support capabilities and properly escalate tickets to Level 2 support teams
Enjoy teamwork and sharing of experience and knowledge.
Open-minded for sharing & discussion, able to work independently
We offer excellent career opportunities, attractive remuneration package and fringe benefits including banking holiday, various types of leave, discretionary bonus & medical insurance. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.
(The information provided will be used for employment related purpose only. All information of unsuccessful applicants will be destroyed within six months)