Deskside Team Leader (27-35K)

Swing Consulting Ltd.; Hong Kong; On-site; HKD 500,000 - 600,000; Full time

Job summary

A leading consultancy firm in Hong Kong is looking for an experienced IT End User Service Support Team Leader. This role involves mentoring the support team, resolving user issues efficiently, and ensuring high service standards. Ideal candidates should have a higher diploma in IT, over 7 years of end-user support experience, and excellent communication skills. Familiarity with ITIL is beneficial. This position offers the opportunity to lead and deliver exceptional support to VIP users.

Qualifications

• 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.

Responsibilities

• Lead and mentor the IT End User Service Support Team.
• Identify, analyze, and resolve incidents or problems.
• Act as the point of escalation for unresolved issues.

Skills

Leadership skills

Interpersonal skills

IT support expertise

Communication skills

Problem-solving skills

Education

Higher Diploma in Computer Science, Information Technology, or a related discipline

Job description

SW8746 |16 Jan 2025

Responsibilities

• 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 elevate or report them to the line manager or supervisor as necessary.
• Deliver VIP support as needed.

Qualifications

• 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.