IT Service Management Officer/ Supervisor

Responsibilities

• Ensure timely resolution of IT service requests and incidents, maintaining high customer satisfaction levels
• Develop and implement service team procedures to improve efficiency and effectiveness
• Monitor performance metrics and provide reports on service team activities to senior management
• Create and implement internal SLAs and KPIs for effective IT operation management
• Coordinate with other IT teams to ensure smooth operations and alignment with business objectives
• Provide regular training and skill development programs for the service team
• Ensure compliance with company policies, IT standards, and security protocols
• Drive continuous improvement initiatives to enhance service quality and operational efficiency
• IT incident/change follow-up (from open to close with proper approval and according to policy and procedures)

Requirements

• Higher diploma holders or above in computer science, information technology, or related disciplines
• Minimum of 2 years of experience of IT support with a strong focus on end user service
• Certificate holder in ITIL V4 is preferred
• Experienced in managing the vendor with good customer handling skills and manner
• Self-motivated, proactive, responsible and customer focus attitude
• Able to work independently and cooperate with other parties
• Ability to work under pressure and complete tasks in tight schedule
• A team player with excellent interpersonal skills
• Good command of both written and spoken English, Cantonese and Putonghua
• Candidate with less experience will consider as Officer, IT Service Management

Hong Kong Airlines is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months.