Helpdesk Supervisor

Swing Consulting Ltd.; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

A consulting service provider in Hong Kong is seeking a Team Leader to oversee Tier-1 hotline operations. You will lead a team of over 10 service agents, ensuring customer contracts are met efficiently. Ideal candidates possess more than 2 years of team leadership experience and strong communication skills in Cantonese and English. The role includes resource management, improving service operations, and handling customer complaints while ensuring SLA compliance. This position offers a dynamic work environment focused on continual improvement.

Qualifications

• More than 2 years of team leader experience.
• Excellent communication skills in Cantonese and English.
• Good knowledge of helpdesk operations and server platforms.

Responsibilities

• Lead a team of service agents to fulfill customer contracts.
• Monitor SLA compliance and manage resources effectively.
• Handle customer complaints and propose service improvements.
• Ensure SLA compliance and accurate handling of contract scope and charges.
• Prepare weekly/monthly service review reports for accounts and internal reviews.
• Coordinate communication between support team, service managers, and customers.
• Arrange training for new joiners and ongoing team development.
• Assist in onboarding new accounts and sourcing agents as needed.
• Handle customer complaints and drive service improvements.

Skills

Team leadership

Effective communication

Customer service

Resource management

Problem-solving

Documentation & presentation

Marketing campaigns

Employee management

Office365 certification

Education

IT diploma or above

Tools

Office365 certification

Helpdesk software

Windows OS

Job description

• Sustain the Tier-1 hotline operation to fulfill each customer contract requirement and scope of work.
• Maintain a positive attitude while leading a team of around 10+ more service agents in an efficient and productive manner.
• Enhance/updating operating procedure and a marketable service improvement continually.
• Monitor and re-arrange resource to make sure meet contract SLA of each customer.
• Fulfill all contract scope and ensure sure all overcharges have been arranged on-time.
• Create monthly or weekly services review report of each hotline/account internal review meeting monitoring.
• Good Communicate between support team, Service manager, helpdesk manager and customer to make best benefits for each party.
• Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request.
• Arrange new joiner training and fulfill regular training to team.
• Assist for new account transition and sourcing new agent to fulfill the services scope.
• Handling customers complaint and commit the services improvement.
• Attend customer service review meeting when necessary.
• IT diploma or above education.
• Better have team leader experience more than 2 years.
• Good Cantonese and English for presentation and documentation.
• Working knowledge of Windows computers, essential programs, helpdesk operation, servers’ platform, and data center operation.
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
• Demonstrated ability and proven track record of effective marketing campaigns and employee management.
• Advantage for certificate of Office365, or any IT subject certificate.

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