SW8705 |
19 Sep 2024
Senior Deskside Support / Team Lead (25-32K)
- Provide leadership, guidance, and mentoring to the end user support team.
- Conduct team meetings and coordinate work assignments to ensure efficient service delivery.
- Handle escalated technical issues and provided advanced troubleshooting and problem-solving expertise.
- Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.
- Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.
- Establish and maintain strong relationships with end users and stakeholders.
- Address customer concerns and ensure a high level of customer satisfaction.
- Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.
- Analyze data and metrics to identify areas for improvement and track team performance against established goals.
- Streamline processes and procedures to increase efficiency and productivity.
- Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.
- Help Service manager to Prepare regular reports on team performance, incident trends, and service level agreements (SLAs).
- Bachelor degree in IT, Computer Science, or related discipline.
- 5 years’ experience on end user support.
- Certification in ITIL.
- Strong technical knowledge and troubleshooting skills across various hardware and software platforms.
- Excellent communication and interpersonal skills to interact effectively with end users and team members.
- Proven ability to lead and motivate a team, fostering a positive work environment.
- Analytical mindset with the ability to identify and resolve complex technical issues.
- Familiarity with IT service management (ITSM) frameworks, such as ITIL.
- Proficiency in documenting processes, procedures, and technical information.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- 25-32K Depends on Experience
- 10-20 Days Annual Leave
- 5-day Work Week
- Medical Plan
- Friendly and Energetic Working Environment
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