Job Details – Service Desk Supervisor – Managed Service Desk

10 Jan 2022

  • Assist in monitoring a team of Service Desk Specialist to ensure services are delivered to meet customer business and contractual needs
  • Supervise, maintain and improve the quality of Service Desk Specialists, ensure the standards and delivery of services as defined with agreed service levels and/ or contracts
  • Ensure the service delivery to meet customer project needs by managing the staff resources/ rosters, giving guidance to ensure procedural compliance and occasionally demonstrate the service/ operation delivery in person by leading by examples
  • Provide leadership, management and interpersonal communication necessary to inspire, lead and direct the team to deliver the End-User Services
  • Drive effective delivery of day-to day support to the end users as per contractual agreement
  • Provide accurate Root Cause Analysis, Action Plans and timely follow through in support of client’s problem management process
  • Being mentor and share very strong customer service mindset with focus on achieving operational efficiency for end user IT service delivery
  • Build relationships with team members that fosters collaboration and partnerships to drive better strategies, processes and final product to the customer
  • Bachelor Degree or Higher Diploma in Information Technology or relevant fields
  • Solid knowledge (L1, preferably L2+ Level with >5 years’ experience) in IT operation in fast paced dynamic and demanding enterprise environments (Managed Services support or Contact Centre preferred)
  • Minimum 2-3 years managing a team of 10 staff
  • Ability to handle multiple assignments in a fast-paced environment
  • Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
  • Demonstrated high degree of maturity & sense of responsibility
  • Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
  • Proficiency in MS Office applications; with ITIL and Microsoft related certifications is definitely considerable in priority



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