SW8746 |
16 Jan 2025
Deskside Team Leader (27-35K)
- Lead and mentor the IT End User Service Support Team to deliver effective support to end users, including VIPs.
- Identify, analyze, and resolve incidents or problems following established procedures, standards, and service level agreements.
- Act as the point of escalation for unresolved issues or complaints, ensuring proper resolution through collaboration with management and other support teams when necessary.
- Communicate clearly and professionally with end users and relevant stakeholders.
- Generate and maintain call logging reports (daily, weekly, and monthly).
- Work independently with minimal supervision while maintaining high performance standards.
- Provide technical support for both team members and end users, addressing issues related to:
- PC/Notebook end user software
- Microsoft Windows, Office suite, and Outlook
- General end-user IT issues
- End user tablets & smartphones
- Support and troubleshoot conference room AV equipment and video conferencing tools.
- Perform installations, moves, and changes related to deskside services for end users.
- Troubleshoot IT-related issues and escalate or report them to the line manager or supervisor as necessary.
- Deliver VIP support as needed.
- Higher Diploma in Computer Science, Information Technology, or a related discipline.
- Minimum of 7 years of experience in end-user support, with at least 4 years in a leadership role.
- Strong interpersonal skills with a team-oriented and people-focused approach.
- Excellent verbal and written communication skills in English.
- Familiarity with ITIL principles is a plus.
- Flexibility to work overtime when required.
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