Respoibilities

The Regional Service & Process Improvement Lead is respoible for managing the activities and respoibilities of the Service Desk and Oite Support Service teams. As a part of this management, the Lead is also respoible for providing high-level technical assistance to the team and euring service and support is provided to custome at agreed levels.

? Manage the Regional Service Desk and OSS Teams daily activities.

? Manage the overall service desk objectives, as well as the role and function of each team member.

? Provide accurate reports and metrics to company management on the status and budget of on-going projects and SLA agreements.

? Contribute to the continuity of the Regional Team by providing the necessary technical leadehip.

? Eure coistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutio.

? Design and maintain process documentation for the service desk and OSS team.

? Identify areas for improvement and make cotructive suggestio for change.

? Manage the process of implementing change efficiently and effectively.

? Lead and coach a group of service desk staff to eure peonnel quality.

? Respoible for service desk related expee management and eure all budget under control.

Qualificatio

? Excellent English and Chinese communication skills (written and oral), with experience interacting with all levels of management and staff.

? Knowledge and experience in cross-functional management methods and techniques

? Excellent interpeonal skills especially communication and presentation skills.

? Proven track record of delivering process improvement within a Service Desk environment.

? Successful delivery agait commitments and deadlines.

? Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Office 2010, Outlook 2010, and Internet Browse.

? Undetanding of support tools, techniques, and how technology is used to provide IT services.

? Service awareness of all organizatio key IT services for which support is being provided.