Deskside Support Team Leader

Job Description:

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

Job Requirement:

• 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.
• Willingness to work on shift duties.

The information provide will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group / Company.