SW9888 | 18 Nov 2019 Helpdesk Manager
  • Lead and manage the team to provide 1st level IT support including desktop related technical assistance via phone, email and in person
  • Maintain end-user computing operation and service delivery channel
  • Log all clients enquires in the ticketing system and escalate users problem to 2nd tier support if needed
  • Provide feedback to the team lead and make resource decisions based on performance
  • Provide technical leadership and direction by creating SOPs and procedures
  • Perform user account management activities and documentation;
  • Monitor and ensure helpdesk team performance can meet with SLA
  • Prepare monthly incident report
  • Diploma or above in Information Technology / Computer Science or other related disciplines
  • At least 4 years of experience in supporting IT Helpdesk/Service desk management
  • Strong supervisory and customer service skills.
  • Strong leadership, teamwork, initiative, detail orientation and problem solving skills
  • Good command in both written and spoken Chinese and English
  • Candidate with less experience may be considered as Helpdesk team lead

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