Desktop Team Leader

Swing Consulting Ltd.; Hong Kong; On-site; HKD 446,400 - 558,000; Full time

Job summary

A consulting firm in Hong Kong is looking for a skilled leader for their IT End User Service Support Team. This role involves coaching the team, solving end user issues, and effective communication with all parties. Successful candidates should have at least 5 years of end user support experience, including 2 years in a leadership role, and a Higher Diploma in Computer or a related discipline. Knowledge of ITIL principles and experience in the banking or financial services sector are preferred.

Qualifications

• 5 years' experience in end user support with at least 2 years in a leadership role.
• Understanding of ITIL principles is an advantage.
• Experience in banking or financial services industry is preferred.

Responsibilities

• Lead and coach the IT End User Service Support Team.
• Identify, investigate, and solve end user problems.
• Communicate effectively with end users and other support parties.
• Evaluate unresolved problems and escalate as necessary.
• Handle call logging reports weekly and monthly.
• Work independently.

Skills

People-oriented

Teamwork centric

Verbal communication in English

Written communication in English

Education

Higher Diploma in Computer or related discipline

Job description

• Lead and coach the IT End User Service Support Team to provide support to end user.
• Identify, investigate, and solve problems or incidents in accordance with established procedures, practices, and service pledges.
• Communicate effectively with end users and other support parties.
• Evaluate the unresolved problems escalated by the team. Work with management and other support parties to solve those problems if required.
• Escalation / Complaint handling under the general End User Support cases.
• Handle call logging report (Weekly & Monthly).
• Able to be working independence.
• Higher Diploma in Computer or related discipline.
• 5 years’ experience on end user support with at least 2 years’ experience on leader experience / senior role.
• People oriented and teamwork centric.
• Good verbal and written communication skill in English.
• Understand of ITIL principles is an advantage.
• Experience in banking or financial services industry is an advantage/preferred.