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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