Lead, Client Support, Asia Pacific

Recruiter
PVH
Location
Hong Kong, Hong Kong
Posted
05 Nov 2022
Closes
08 Jan 2023
Ref
PVH1USR34467WDINTERNALENGLOBALEXTERNAL
Function
Technology
Level
Manager
Hours
Full Time
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.

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