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

Our client, a Statutory Body, is looking for high-caliber person to fill the position.

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.

A recognized diploma preferably in Computer Science or Information Technology, or equivalent; AND five passes in HKCEE including Chinese Language, English Language (Syllabus B, Level 2 or above) and Mathematics, or equivalent.
Minimum 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 with supervisory experience
Experience 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).
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;
Professional certification in any of the above areas will be an advantage.
Have excellent leadership, organizational, and problem-solving skills.