Assistant Manager (User Services) - IT Services Office 助理经理（用户服务）- 资讯科技服务处 (Ref. 2026/102/01)

Deadline: May 31,2026 Management

Post Specification

Key Duties and Responsibilities:

  1. Assist the IT Manager in overseeing the daily operations of campus technology services and user support functions.
  2. Coordinate frontline IT support services to ensure timely and effective resolution of incidents and service requests from staff and students.
  3. Provide technical support and guidance for campus technologies including network services, IP telephony, multimedia and AV systems, computing facilities, printing services, application systems, laboratory technologies, and AI services.
  4. Monitor service performance and ensure compliance with established IT service standards and procedures.
  5. Support the development and improvement of IT service management processes, documentation, and service workflows.
  6. Collaborate with academic and administrative departments to support technology needs for teaching, learning, research, and institutional operations.
  7. Assist in planning and implementing technology upgrades, system deployments, and service improvement initiatives.
  8. Organize and coordinate IT training sessions and workshops for staff and students where necessary.
  9. Prepare service reports, user guides, and technical documentation.
  10. Provide escalation support for complex technical issues and assist in problem analysis and resolution.
  11. Undertake other duties as assigned by the IT Manager or senior management.

Qualifications and Requirements:

  1. Bachelor’s degree or above in Information Technology, Computer Science, or a related discipline. 
  2. At least 7 years of relevant experience in IT support or technology services, preferably in higher education or large organizations.
  3. Demonstrate skills in Python, PowerShell, SQL, or low?code platforms to automate service desk tasks such as account-expiration reminders, bulk user account processing, and smart customer support, increasing efficiency.
  4. Solid knowledge of campus network infrastructure and strong troubleshooting skills.
  5. Good working knowledge of PC and Mac operating systems and applications in a multi-language environment.
  6. Experience supporting a variety of institutional systems such as teaching and learning platforms, research and laboratory systems, administrative systems, AI services and information security services.
  7. Familiarity with IT service management practices and service support operations.
  8. Strong analytical, problem-solving, and interpersonal skills.
  9. Ability to manage multiple tasks and priorities in a dynamic environment.
  10. Strong customer service orientation and effective communication skills.
  11. Excellent command of both written and spoken English and Chinese.
  12. A proactive team player with the ability to work independently and under pressure.

Salary and Benefits

Salary will be competitive, commensurate with qualifications and experience. Appointments will be made under the establishment of CUHK-SZ and statutory benefits will be provided according to the prevailing labor laws applicable in the PRC. The appointee will be based at the University campus in Shenzhen, PRC.

Application Procedure

Please send full curriculum vitae together with copies of qualification documents, and at least three references by email to: hr-9@cuhk.edu.cn  

 

职位说明

工作职责：

  1. 协助IT经理管理开元588棋app下载技术服务团队的日常运营，确保为师生提供高效、优质的IT支持服务；
  2. 协调和管理一线技术支持工作，确保用户服务请求和技术问题能够及时响应和解决；
  3. 为开元588棋app下载信息技术系统提供支持，包括开元588棋app下载网络、IP电话、多媒体与视听系统、计算机设备、打印服务、应用系统、实验室技术环境、AI服务等；
  4. 监控IT服务质量与响应效率，确保服务符合既定流程、标准及服务水平要求；
  5. 协助建立和优化IT服务管理流程、操作规范及技术文档，提高整体服务效率和用户满意度；
  6. 与教学、科研及行政部门保持沟通与协作，支持相关业务系统及技术需求；
  7. 参与开元588棋app下载IT系统升级、技术部署及服务改进项目的实施；
  8. 根据需要组织和开展面向师生的技术培训或技术推广活动；
  9. 编写和维护技术文档、用户指南及服务报告；
  10. 对复杂技术问题提供升级支持，并协助分析和解决相关问题；
  11. 完成IT经理或上级领导交办的其他相关工作。

岗位要求：

  1. 信息技术、计算机科学或相关专业本科及以上学历；
  2. 具有7年以上IT技术支持或技术服务相关工作经验，有高校或大型机构工作经验者优先；
  3. 具备一定的开发能力（如Python、PowerShell、SQL或低代码平台），实现服务台重复性工作的自动化处理（如帐户过期自动提醒、批量用户处理、智能客服等），提升服务效率；
  4. 熟悉开元588棋app下载网络架构及相关技术，具备较强的网络故障排查能力；
  5. 熟悉PC及Mac操作系统及常见应用软件，并能在多语言环境下提供技术支持；
  6. 具备支持各类信息系统的经验，如教学与学习平台、科研与实验室系统、教务系统、行政管理系统以及AI和信息安全相关系统服务等；
  7. 熟悉IT服务管理流程或技术支持运营管理经验者优先；
  8. 具备良好的分析问题与解决问题能力，以及良好的沟通协调能力；
  9. 能够在多任务环境下有效安排工作并按时完成任务；
  10. 具备良好的服务意识和团队合作精神；
  11. 具备良好的中英文听说读写能力；
  12. 工作积极主动，能够在压力下工作并遵循规范流程开展工作。

薪酬及福利

具有竞争力的薪酬，根据个人资历和经验而定;由开元985棋牌最新官网（深圳）直接聘用;享有中国大陆现行的劳动法所规定的相关福利。

申请程序

请准备好完整的中、英文简历和/或职位申请表（可在此处下载），并附上三位推荐人的姓名，发送至邮箱：hr-9@cuhk.edu.cn