System Engineer/ Helpdesk Analyst

Our client, a leading service provider, is recruiting for a System Engineer/ Helpdesk Analyst for their business in the United Kingdom.

Position Type: 1 Year rolling contract

Start Date: ASAP

Location: London, UK

Responsibilities:

• Identify and highlight best practices in ITIL processes management through continuous assessment, and feeding process and product recommendations to the Manager of IT.
• Own the service catalog of IT Services and ensure that it is up to date and fit for purpose.
• Develop new service definitions ensuring that they can be delivered operationally and cost effectively.
• Act as liaison with the business for all service improvements, changes and escalations.
• Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports.
• Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery.
• Manage the overall service improvement plan and work with the IT Service Support Manager to ensure that it is being delivered to and that services are being improved.
• Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements.
• Ensure proper documentation, notification, tracking, and follow up of all incidents.
• Participate in training for internal teams and manage all related issues.
• Update policies, procedure, and documentation relevant to project or operation.
• Ensure compliance with standards, policies, and processes.
• Manage major service providers on vendor performance, SLA, reporting and governance.
• Provide IT support to local or regional users and log incidents, manage problems and requirements via ITIL service ticketing system.
• Troubleshoot all IT issues of users including but not limited to PC/mobility hardware, software and app, remote access (VPN), account and password, voice and video conference, security, network connectivity.
• Deliver IT orientation to new employees with our client’s standards and provide regular user trainings to improve user productivity.
• Build-up and maintain IT infrastructure in terms of WAN/LAN network, telephones, audio and video conference, end user computing, printer, etc.
• Manage IT assets in the region and ensure accuracy of IT assets management.
• Manage outsourced engineers to deliver IT services up to our client’s standards.
• Act as project manager to cooperate with internal and external teams to plan, design, develop and implement IT projects in the region.
• Work with local business leaders as a business partner to enable local business growth with the right IT tools and efficient IT support.

Requirements:

• 5+ years of desk side work experience in large enterprise companies.
• Diploma in computer science or equivalent experience in IT.
• Strong knowledge in User & VIP Support and ITIL methodology.
• Strong project and team management skills.
• Familiar with Mac and Windows OS systems.
• Pleasant with good manner, mature and independent.
• Able to work under pressure, self-motivated, strong problem solving and analytical skills.
• Strong data analytic, communication & interpersonal skills.
• Strong customer service sense with a humble attitude.
• Influence & negotiation skills.
• Ability to proactively & effectively manage risk on low to medium risk projects.
• Willingness to take initiatives, hands on and result driven.
• Quick learner and ability to embrace change.
• Proficiency in both spoken and written English.

Preferred Requirements:

• Proficiency in both spoken and written Mandarin.
• PMP, Scrum or Agile certification.
• ITIL certified.