SW8417 |
07 Dec 2022
Helpdesk Supervisor
- Sustain the Tier-1 hotline operation to fulfill each customer contract requirement and scope of work
- Maintain a positive attitude while leading a team of around 10+ more service agents in an efficient and productive manner
- Enhance/updating operating procedure and a marketable service improvement continually
- Monitor and re-arrange resource to make sure meet contract SLA of each customer
- Fulfill all contract scope and ensure sure all overcharges have been arranged on-time
- Create monthly or weekly services review report of each hotline/account internal review meeting monitoring
- Good Communicate between support team, Service manager, helpdesk manager and customer to make best benefits for each party
- Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request
- Arrange new joiner training and fulfill regular training to team
- Assist for new account transition and sourcing new agent to fulfill the services scope
- Handling customers complaint and commit the services improvement
- Attend customer service review meeting when necessary
- IT diploma or above education
- Better have team leader experience more than 4 years
- Good Cantonese and English for presentation and documentation
- Working knowledge of Windows computers, essential programs, helpdesk operation, servers’ platform and data center operation
- Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
- Demonstrated ability and proven track record of effective marketing campaigns and employee management
- Advantage for certificate of Office365, or any IT subject certificate
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