Job Description

We are looking for an experienced IT service delivery officer to join our IT team as an Assistant Manager / Manager . This is a challenging role working with senior management, Group and suppliers to ensure the operating stability and efficiency of our firm IT infrastructure. Reporting directly to the regional CIO, this role will be primarily responsible for the end-user support and relationship management between our firm and regional IT team. Key Roles & Responsibilities Technical scope:

• Ensure proper tracking and closure of all reported IT incidents
• Supports the Problem Management process
• Follow up with Regional IT team with regards to escalated issues and response to end-user
• Contribute to the achievement of internal and external SLAs and Customer Satisfaction
• Support the management of IT fixed assets (contracts, maintenance, record keeping, disposal, etc.)
• Management of helpdesk support
• Support on ISO 27001 accreditation project and Information Security ongoing activities
• Support on business applications
• Support the patching, upgrade or testing of IT systems according to the instruction from Regional IT team

• Work closely with local business teams to understand their current IT requirements
• Build and maintain strong relationships with business partners and act as a liaison between regional CIO, regional IT shared service center, quality control and business teams
• Act as end-user advocate, making sure that each technical solution provided was the best and the most optimal for the end-user
• Promote IT security awareness and train employees on both software and hardware

• Bachelor\'s degree in Computer Science, Information Technology, or related disciplines
• Minimum 5 years of relevant experience operating in a similar role

• Understanding of the Windows desktop support technology areas, understanding across infrastructure components, basic technology of networking, ITSM and Information Security.
• Strong understanding of ITIL processes and ISO27001 requirements
• Knowledge of Microsoft Office 365 applications and other common desktop and collaboration applications
• Experience on O365 migration and identity management is an advantage

• Good analytical and problem-solving skills
• Ability to prioritize & multi-task in a fast-paced/demanding environment
• Manage well under pressure and tight deadlines in a demanding user environment where adaptability, flexibility and patience are required
• Ability to work and build strong relationships with end-users and internal stakeholders
• Strong customer service and communication skills with a focus on rapport-building, listening and questioning skills
• Strong verbal and written English communication skills
• Experience working in professional services or CPA firm is an advantage