Job Description

• Manage Office Support team, ensuring agreed targets are met and relevant qualitative standards are achieved
• Develop and implement procedures & policies to provide high quality services both internally and externally
• Generate ideas and implement methods to improve technical skills to ensure a continuity of service for all users.
• Responsible for putting in place enhanced reporting structures for early identification of product faults to minimize impact on business – Incident & Problem Management.
• Improve efficiency and effectiveness of Office IT Support activity by analyzing and proposing recommendations
• Manage staff levels and scheduling to provide full cover during critical needs in operation.
• To optimize customer support, provide staff with regular training and appraisals
• To pro-actively follow-up & provide information to users on the progress of outstanding issues
• To log support issues and document their outcome to facilitate the resolution of common problems.
• To redirect or escalate support requests to the appropriate towers if necessary.
• To help the Office IT Support to develop their skills and knowledge with respect to front-line support.
• To ensure the compilation and accuracy of customers inventory data’s on hardware and software.
• To compile Office IT Support technical documentation, guidelines and procedures and ensure they are shared, trained and followed within the team.
• Able to report to customers and internal management within stipulated intervals.
• Able to communicate well with customers during critical and non-critical times.
• Able to understand and maintain the SLA’s to the customers.
• Able to justify the procurement of any operations related equipment within timely manner.
• Able to manage roaster and OT for the employees.
• Able to manage multiple vendors and their SLA’s.

Job Requirement

• Preferable chinese male
• Candidate must possess or currently pursuing a Advanced/Higher/Graduate Diploma or Degree in Computer Science/Information Technology or equivalent.
• Must have 2-3 years of applicable experience IT support environment.
• Must understand the importance of maintaining a 24x7 production environment

 

 

Company Description

A Public Listed company Currently looking for Head Of Operation(IT)