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Tel (852) 3442 9250
Fax (852) 3442 0311
(852) 2788 1154
Email hrojob@cityu.edu.hk
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Addr 17/F, Lau Ming Wai Academic Building,
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83 Tat Chee Avenue, Kowloon Tong, HK

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Assistant IT Manager (Service Desk) in the Computing Services Centre [Ref. D/306/09]

 

The Computing Services Centre (CSC) at City University of Hong Kong manages the University’s Information Technology infrastructure and services covering Data Centre Operations, Cloud and System Hosting, Research Computing, Communication and Networking, Workspace Technologies, Audio Visual Technologies, and other related IT disciplines to support the University’s operations.  The Centre has about 100 staff and contractors currently.

Duties

  1. Assist in managing and supporting the Service Desk and Field Services teams, and project implementation (e.g. Call centre, smart campus);
  2. Participate in Level 1 and 2’s operations (e.g. calls, user queries, service requests and IT incidents);
  3. Manage user escalations and complaints;
  4. Prepare and maintain documentations and service reports;
  5. Drive IT service improvement, and assist the team to automate routine/repetitive IT processes;
  6. Manage Service Desk Duty Roster;
  7. Coordinate internal teams for incident solving; and
  8. Work on ad-hoc projects and perform any other duties as assigned.


5-day work, shift duty and working outside office hours and on weekends occasionally will be required.

Requirements

  1. A Bachelor’s degree in Computer Science/Software Engineering/Information Technology or related disciplines, with at least 5 years’ post-qualification working experience;
  2. Familiarity with IT Service Desk best practices and operations;
  3. Knowledge of and experience in the following disciplines:
    • Service Now ITSM
    • Client / End-user Hardware and Software for MS Windows 10 and earlier versions
    • MS Windows Servers, AD, Exchange, File and Print
    • Office365 and MS SharePoint
    • AV facilities in meeting room and classroom
    • MS Teams and Zoom video conference tools
  4. Good presentation and problem solving skills;
  5. Strong analytical skills, good interpersonal and communication skills;
  6. Being adaptable to change, ability to work independently and as a team and under pressure;
  7. Good command of written and spoken English and Chinese are required (Putonghua would be an advantage); and
  8. Solid experience in ITIL framework is preferred.


Shortlisted candidates will be invited for a written test.

Salary and Conditions of Service

Remuneration package will be highly competitive, commensurate with qualifications and experience.  Appointment will be made on a fixed-term contract; fringe benefits include gratuity, leave, medical and dental schemes.

Information and Application

Further information on the post and the University is available at http://www.cityu.edu.hk, or from the Human Resources Office, City University of Hong Kong, Tat Chee Avenue, Kowloon Tong, Hong Kong [Email : hrojob@cityu.edu.hk/Fax : 2788 1154 or 3442 0311]. 

To apply, please submit an online application at http://jobs.cityu.edu.hk. Applications will be reviewed on a continuing basis until the position is filled.  Applications will receive full consideration and only shortlisted applicants will be contacted.  The University’s privacy policy is available on the homepage.

City University of Hong Kong is an equal opportunity employer. We are committed to the principle of diversity. Personal data provided by applicants will be used for recruitment and other employment-related purposes.

Worldwide recognition ranking #70 (QS 2024), and #4 among top 50 universities under age 50 (QS 2021); #1 in the World’s Most International Universities (THE 2024); #1 in Automation & Control/Electrical & Electronic Engineering/Materials Science & Engineering/Metallurgical Engineering/Nanoscience & Nanotechnology and #2 in Telecommunication Engineering in Hong Kong (GRAS 2023); and #39 Business School in the World and #5 in Asia (UT Dallas 2019 to 2023)

 

 

 

 

 

 

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