Our Client a Leading IT Technology company is looking to hire IT Helpdesk Team Lead.
Responsibilities:
- Maintains a first-class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner;
- Be responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools;
- Identify and escalate priority issues;
- Supervise the team to ensure SLRs are met;
- Resolve day-to-day operation issues and escalate to management where necessary;
- Act as first point of contact for new scope requirements and BAU Escalation;
- Compile monthly progress report on overall status of BAU support, ad-hoc projects and initiatives, including support KPIs;
- Good telephone manner;
- Willing to take shift duties and ad-hoc assignment;
- Bachelor’s degree / diploma in IT / IS discipline or equivalent;
- At least 10 years’ experience in helpdesk support; which included 3 years’ experience leading a team of 10+ helpdesk agents;
- ITIL foundation V3/V4 is required;
- Proficient in written English & Chinese; Fluent in spoken English and Cantonese; Ability to communicate in Mandarin is an advantage;
- 5-day work a week.
