Global IT Desk Support Lead (1st Line) - Remote & On-Site

Classy Wheeler Limited; Hong Kong; On-site; HKD 334,800 - 446,400; Full time

Job summary

An international legal firm in Hong Kong is seeking an IT Desktop Support Team Leader. In this role, you will serve as the first point of contact for Service Desk enquiries, lead the support team, and provide both remote and in-person technical assistance. Candidates need a degree in IT and 3-5 years’ experience in a helpdesk role, preferably within a legal environment. The position requires strong organizational and interpersonal skills to effectively collaborate with clients and team members.

Qualifications

• Degree holder in Information Technology or related discipline.
• 3-5 years of previous experience as an IT Helpdesk Operative within a legal or professional services environment.
• Service Now ticket system experience required.
• Experience supporting and using Windows 10 and Office 2016.
• Experience of Virtual desktops and VPN technologies.

Responsibilities

• Act as the first point of contact for Service Desk enquiries.
• Provide remote and at-desk support as necessary.
• Lead and coordinate the daily duties of the support team.
• Record all interactions in the Service Desk system.
• Create and maintain support documentation.

Skills

Customer service skills

Strong organizational skills

Interpersonal skills

Education

Degree in Information Technology or related discipline

Tools

Service Now

Windows 10

Office 2016

MDM solution

Worksite

Aderant

Virtual desktops

VPN technologies

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Job description

An international legal firm in Hong Kong is seeking an IT Desktop Support Team Leader. In this role, you will serve as the first point of contact for Service Desk enquiries, lead the support team, and provide both remote and in-person technical assistance. Candidates need a degree in IT and 3-5 years’ experience in a helpdesk role, preferably within a legal environment. The position requires strong organizational and interpersonal skills to effectively collaborate with clients and team members.