Senior Helpdesk Specialist/ Helpdesk Assistant Manager (Ref. No.: 27496)

Develop and deploy digital workplace and mobility solutions based on the technology roadmap.

• Monitor and troubleshoot digital workplace environments, implementing improvements as needed.
• Facilitate user adoption of AI tools integrated into collaboration platforms (e.g., Microsoft Copilot, etc.).
• Lead Microsoft 365 roadmap development and manage services like Teams, Exchange Online, and Intune.
• Facilitate virtual meetings, webinars, and collaborative events.
• Collaborate with IT infrastructure teams and stakeholders for seamless integration.
• Oversee client computing environments and lifecycle management of desktops, laptops, and mobile devices.
• Build and maintain computer imaging, deployment, and patch management processes.
• Deploy and migrate Microsoft applications and operating systems.
• Support IT Service Management and IT Operations processes using ITIL best practices.
• Manage IT operations team to ensure reliable and efficient service delivery.
• Coordinate incident response, problem management, and root cause analysis.
• Develop operational policies, standards, SOPs, and best practices for IT services.
• Perform other duties as assigned by IT management.

All the proposed designated personnel must meet the following minimum requirements:

• A recognized diploma preferably in Computer Science or Information Technology, or equivalent; AND five passes in subjects including Chinese Language, English Language (Syllabus B) (at least Level 2 from 2007 onwards for the language papers) and Mathematics in the HKCEE, or equivalent.
• At least 5 years of solid hands-on experience in helpdesk support, meeting room support, VIP support (Director grade or above) and data centre operation of which 2 years must be in similar post and in a comparable capacity with supervisory experience while proficiency in the following would be an advantage:
  • Local Area Network (LAN) administration.
  • Microsoft Windows 11 OS and Office 365 administration
  • Office 365 Admin Portal administration (Teams, Copilot Chat, Forms, OneDrive, Power Apps, etc.).
  • Virtual PC management and support.
  • Mobile device management and support (iOS and Android).
  • Endpoint security and control (authorization, protection, hardening, data protection).
  • Virtual Meeting and collaboration tools (Zoom, MS Teams) support
  • Data center and IT Service Management.
  • Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management).
  • Experience with AI-powered productivity tools (Microsoft Copilot, ChatGPT, Google Gemini).
  • Ability to create and optimize AI prompts.
  • Experience implementing chatbots or virtual assistants for IT support.
  • Mass deployment tasks (Windows OS migration, security patch deployment, client agent deployment).
  • Professional certification in any of the above areas will be an advantage.
• Have strong experience in managing IT infrastructure, service delivery, and operational processes;
• Be familiar with the latest workplace technologies such as prompt writing skill, virtualization, and mobile device management;
• Be familiar with ITIL or similar IT service management frameworks is preferred;
• Have excellent leadership, organizational, and problem-solving skills.