Job Details – Assistant Helpdesk Supervisor

  • Handle incoming service requests, incidents and problems via different communication channels such as phone, email and instant massager
  • Provide first level support and remote troubleshooting for end users
  • Assist the team supervisor to lead the service delivery
  • Manage staff roster and prepare daily / weekly / month service review report
  • Record calls into the call logging system
  • Follow up the calls’ status and coordinate with deskside engineers and service vendor to solve the case
  • Critical incident handling and escalation
  • Perform ad hoc IT support duties as assigned
  • Higher Diploma or above in Computer Science or equivalent
  • 3 years of IT helpdesk experience (with at least 1-year assistant supervisor experience is highly preferred)
  • Good customer service and problem solving skills
  • Mature, reliable and can work independently
  • Good command of spoken & written English and Chinese. Mandarin is an advantage
  • Immediately available is preferred



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