End user support team leader
E.C. Fix Technology Limited
刊登於1天前
九龍塘
5年工作經驗
$26,000-$29,000/月
五天工作週
職位亮點
職位描述
Job Highlight:
- Responsible for leading a team of support technicians who provide technical assistance and support to end user.
- Overseeing the daily operation of the team, ensuring timely and effective resolution of technical issues, and maintaining a high level of customer satisfaction.
- Collaborate with other IT teams and stakeholders to improve processes and enhance the overall end-user experience.
Key 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 provided 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).
Qualification and Skills:
- Bachelor degree in IT, Computer Science, or related discipline.
- 5 years’ experience on end user support with at least 3 years’ experience on leadership role within IT support environments.
- 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.
Working Windows
- Mon-Fri, 09:00-18:00 excluded SAT, SUN & Public Holiday
- Able to OT if needed
- Located in Kowloon Tong
The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.
工作種類 | |
工作地區 | 九龍塘 |
待遇 | 五天工作週 |
教育程度 |
學士
|
技能 | 溝通能力 |
受僱形式 | 全職 |
行業 | 電子/ 電器 |
有關招聘公司
E.C. Fix Technology Limited
E.C.Fix Technology Limited
One of the most successful and fast growing IT and human resources solutions provider in the region.We specialize in repairing and supporting services to original equipment manufacturers in computing industry which include Hardware, Software Vendors and US Fortune 500 companies.We offer a variety of Recruitment/Secondment Services designed to satisfy the Employee’s career and the Employer’s needs.We draw upon our experience in the IT industry as well as our network in both Hong Kong and China, in order to provide you with appropriate careers.
One of the most successful and fast growing IT and human resources solutions provider in the region.We specialize in repairing and supporting services to original equipment manufacturers in computing industry which include Hardware, Software Vendors and US Fortune 500 companies.We offer a variety of Recruitment/Secondment Services designed to satisfy the Employee’s career and the Employer’s needs.We draw upon our experience in the IT industry as well as our network in both Hong Kong and China, in order to provide you with appropriate careers.