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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