Senior Deskside Support / Team Lead (25-32K)

Swing Consulting Ltd.; Hong Kong; On-site; HKD 279,000 - 357,120; Full time

Benefits offered by this job

10-20 Days Annual Leave

5-day Work Week

Medical Plan

Friendly and Energetic Working Environment

Job summary

A consulting firm in Hong Kong is seeking a Senior Deskside Support / Team Lead to lead the end-user support team. The ideal candidate will have a bachelor's degree in IT, 5 years of experience, and strong technical and interpersonal skills. Responsibilities include managing escalated issues, mentoring team members, and collaborating with other IT teams. The position offers a salary range of 25-32K, dependent on experience, along with benefits like annual leave and a medical plan.

Qualifications

• 5 years' experience in end-user support.
• Strong technical knowledge across various hardware/software platforms.
• Proficient in documenting processes and technical information.

Responsibilities

• Provide leadership and mentoring to the end user support team.
• Handle escalated technical issues and provide advanced troubleshooting.
• Collaborate with IT teams to resolve complex issues.

Skills

Leadership

Troubleshooting

Interpersonal Communication

Analytical Skills

Team Motivation

Time Management

Education

Bachelor degree in IT, Computer Science, or related discipline

Certification in ITIL

Job description

SW8705 | 19 Sep 2024 Senior Deskside Support / Team Lead (25-32K)

Responsibilities

• Provide leadership, guidance, and mentoring to the end user support team.
• Conduct team meetings and coordinate work assignments to ensure efficient service delivery.
• Handle escalated technical issues and provide advanced troubleshooting and problem-solving expertise.
• Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.
• Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.
• Establish and maintain strong relationships with end users and stakeholders.
• Address customer concerns and ensure a high level of customer satisfaction.
• Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.
• Analyze data and metrics to identify areas for improvement and track team performance against established goals.
• Streamline processes and procedures to increase efficiency and productivity.
• Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.
• Help Service manager to prepare regular reports on team performance, incident trends, and service level agreements (SLAs).

Qualifications

• Bachelor degree in IT, Computer Science, or related discipline.
• 5 years’ experience on end-user support.
• Certification in ITIL.
• Strong technical knowledge and troubleshooting skills across various hardware and software platforms.
• Excellent communication and interpersonal skills to interact effectively with end users and team members.
• Proven ability to lead and motivate a team, fostering a positive work environment.
• Analytical mindset with the ability to identify and resolve complex technical issues.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL.
• Proficiency in documenting processes, procedures, and technical information.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• 25-32K Depends on Experience

Benefits

• 10-20 Days Annual Leave
• 5-day Work Week
• Medical Plan
• Friendly and Energetic Working Environment