Lead, Client Support, Asia Pacific

POSITION SUMMARY:

Effectively manage the Service Desk Sub-team operation and streamline the operation procedures. Build up the infrastructure standardization and provide IT support for the offices.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES

• Provide first-line user support for the responsible offices, managing and control all IT matter for responsible area.
  
• Dispatch user calls to appropriate technicians for timely resolution
  
• Offer quarterly IT training to users in Hong Kong office.
  
• Mentor the Service Desk staff in terms of technical skills and interpersonal skills
  
• Analyze the Service Desk tickets to provide monthly update to IT management.
  
• Manage the IT asset list
  
• Proactively look for ways to increase the efficiency on the Service Desk staff
  
• Promote and execute the operation standards
  

DECISION MAKING

• Rely on strong analytical skill sets to determine the best solution to system related, user issues and or training requirements
  

RESOURCEFULNESS/CREATIVITY

• Able to think out of the box to tackle technical problem, and should have create a friendly relationship with the user community when doing their field work.
  
• Builds good working relationships; collaborates toward deadlines and deliverables. Able to communicate effectively across the team and organization; effectively works at long distances.
  
• Able to work according to defined schedules and deadlines; takes direction well and able to work with high accountability; manages own work and tracks progress. Seeks out resources to get things done; able to multi-task and adapt to changing priorities.
  

ENVIRONMENT

• Ability to work in fast-paced, team-oriented setting; interface with countries IT & Global IT team.
  
• On site duty and irregular working hours may required
  

CORE VALUE

• Embrace PVH's core values: Individuality, Partnership, Passion, Integrity, and Accountability.
  

QUALIFICATIONS & EXPERIENCE

Education & Experience:

• Higher Diploma or Degree holder in Computer Science or relevant disciplines
  
• 5 years of solid experience in technical and users support in MNC environments, at least 2 years of supervisory experience
  
• Experience in working with regional distributed users and support teams
  

Skills:

• Hands-on experience in desktop/server hardware, LAN administration, networking, Windows 2003/2008, MS Office 2010, Active Directory, hand held devices, video conferencing facilities
  
• Knowledge in supporting Citrix XenApp 6.5
  
• Customer-focus. Able to follow instruction and standard procedure
  
• Strong analytical, interpersonal and communication skills
  
• User training experience or presentation skills
  
• Able to schedule tasks and give clear direction to its direct reports
  
• Project Management skills, Be adaptive to changes
  
• Excellent verbal and written English. Fluency in local language is advantageous.