ANSON LEE
IT Service Desk Manager
Hong Kong
Summary
I am an experienced IT professional with over 17 years of experience. I have primarily focused on IT end user computing and service desk operations. My aim is to provide professional and excellent IT services to end users.
Overview
19
19
years of professional experience
12
12
years of post-secondary education
Work History
Service Desk Manager APAC
Société Générale Bank
04.2023 - 10.2024
- Responsible for managing the daily operations of the Service Desk Team in the Asia Pacific (APAC) region
- Oversees a team of 5 direct members providing support to 3000 users in the Asia Pacific region
- Conducts annual performance reviews for team members
- Reviews and enhances the workflow of the Service Desk Support
- Implements re-engineering initiatives to improve team efficiency and processes
- Manages project deployment and execution
- Handles vendor management responsibilities
- Takes charge of the support model transformation process
- Prepares and delivers KPI reports to senior management
- Responsible for the Service Desk APAC budget plan and resource planning
IT Manager
The Education University Of Hong Kong
10.2020 - 04.2023
- Monitor Helpdesk operation (Incident/Request) in order to maintain the service quality in order to fulfill SLA and meet ITIL standards
- Arrange and coordinate IT orientation and workshops for staff and students regularly
- Provide monthly KPI reports to senior management for the team forecast
- Vendor management - supervise the vendor for the hardware support and make sure the vendor can meet the SLA
- Prepare standard operation procedures, staff and student handbook
- Perform the annual user survey and feedback for staff and students
- Manage IT Training and budget for staff (external vendors)
- Supervise a team with 6 members and 20 part-time staff
- Project Management - provide post-project support and maintain chatbot service
- Act as the escalation point of the IT Help Desk
- Train up Student Helper
Senior IT Service Desk Specialist
The Hong Kong Electric Co. Ltd.
08.2018 - 08.2020
- Manage Help desk operation in order to maintain the service quality in order to fulfill SLA
- Monitor and supervise the team for the 1st level support (A task)
- Manage P1 incident and provide instant report to senior management
- Vendor management - supervise the vendor for the hardware support and make sure the vendor can meet the SLA
- Prepare a KPI report to senior management for the team forecast
- Follow and instruct the team to run the Help desk under the ITIL framework
- Assist to perform IT annual Audit (CIS, 2/001) for the IT Service Desk
Assistant Supervisor
Ove Arup & Partners Hong Kong Ltd.
01.2017 - 01.2018
- Manage Helpdesk operation in order to maintain the service quality in order to fulfill SLA
- Monitor and supervise the team for the 1st level support (A task) (Desktop Support/Printing Support/SM deployment/Active Directory/Relocation/Video conference support/Skype meeting/Teams/Zoom)
- Vendor management - supervise the vendor for the hardware support and make sure the vendor can meet the SLA
- Prepare a KPI report to senior management for the team forecast
- Follow and instruct the team to run the Helpdesk under the ITIL framework
- Project management - Assist to manage and run the project for East Asia Region offices for End User Computing (C&IN10 migration project)
Technical Officer
HSBC
01.2012 - 01.2017
- IT Project Management: Assist to manage project plans, design, project life cycle, and project schedule and user communication in order to meet the timeline
- Project name: P1 Evergreen, IE11 upgrade, FMPS Printer migration, Tablet branch deployment and D3 migration (VS upgrade)
- Vendor Management: Manage the vendor and control the service quality
- Provide official guideline and instruction to vendor and make sure they can commit the project target
- Supervisory Experience: Work as a Technical Support sub team leader and manage 3 staff in order to provide an excellent post migration technical support
- User consultation: Providing IT consultation services and 2nd level technical support to internal end-users
- (Problem analysis, escalation and liaise with different department/vendor)
Technical Analyst
HSBC
01.2010 - 01.2012
- IT Project Management: Handle the IT Project in bank such as P1 hardware replacement (P1 Evergreen) and NAS server migration (from main server to NAS)
- Assist Technical Service Manager to design the IT project workflow, official guideline and instruction to both of the user and vendor
- Vendor Management: Supervise the vendor and provide the training/demonstration to them to commit the project target
- User consultation: Providing IT consultation services and 2nd level support to internal end-users in Help desk
- (Problem analysis and liaise with vendor for maintenance)
Technical Assistant
Hong Kong Baptist University
08.2008 - 01.2010
- User consultation: Providing IT consultation services (1st to 2nd level Help desk) and support to back offices, service counter, Sports center, Library as end-users
- (Problem analysis, repair and liaise with vendor for maintenance)
- AG support: Providing software/hardware installation, equipment repairs maintenance and monthly system update of classroom and computer Lab
- Handling classroom IT, AVG equipment weekly inspection processes
- Setup PA Systems for campus activities and examination event
- Customer Services requests: Handling user accounts, student print quota and disk quota requests
- Helping user to migrate e-mail platform and backup
- Update Shek Mun campus website and Info-Display system content upon request
- Provide E-control technical support, regular user training
- Vendor Management: Responsible for equipment maintenance and submission of service requests to vendors
- Network: Network problem reporting, cable patching and helping with Network Team to carry out diagnosis and problem solving
- Administrative support: Preparation of the Lab statistical reports and other documents
- Help to update and maintain the IT and AVG equipment inventory system
Computing Support Assistant
HKUST
01.2006 - 01.2008
- Provide IT instant solution to users (Professor, staff, Student) in Help Desk
- The services are about email backup, anti-virus support
Education
Bachelor of Science - Business Information Systems
Middlesex University
UK 05.2008 - 11.2009
Higher Diploma - IT - E-Commerce
Hong Kong Polytechnic University
09.2005 - 11.2007
No Degree - HKAL
China Holiness College
05.2002 - 11.2006
HKCEE - undefined
La7 Ting Pong Secondary School
09.1997 - 11.2001
Skills
Customer Service
Problem Solving
SCCM deployment
Sound knowledge of VMware and VDI
VBA Excel
ITSM Tools
MS Outlook
Lotus Notes
Teams
Zoom
Proficiency in Windows
JAVA
ASP
HTML
Leadership
Sound knowledge of ITIL framework
Knowledge of Cisco Phone system
Active Directory
Personal Information
- Expected Salary: HKD $74,000 (monthly), Negotiable
- Notice Period: 1 month notice
Timeline
Service Desk Manager APAC
Société Générale Bank
04.2023 - 10.2024
IT Manager
The Education University Of Hong Kong
10.2020 - 04.2023
Senior IT Service Desk Specialist
The Hong Kong Electric Co. Ltd.
08.2018 - 08.2020
Assistant Supervisor
Ove Arup & Partners Hong Kong Ltd.
01.2017 - 01.2018
Technical Officer
HSBC
01.2012 - 01.2017
Technical Analyst
HSBC
01.2010 - 01.2012
Technical Assistant
Hong Kong Baptist University
08.2008 - 01.2010
Bachelor of Science - Business Information Systems
Middlesex University
05.2008 - 11.2009
Computing Support Assistant
HKUST
01.2006 - 01.2008
Higher Diploma - IT - E-Commerce
Hong Kong Polytechnic University
09.2005 - 11.2007
No Degree - HKAL
China Holiness College
05.2002 - 11.2006
HKCEE - undefined
La7 Ting Pong Secondary School
09.1997 - 11.2001
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