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IT support team leader
E.C. Fix Technology Limited
刊登于3天前
九龙塘
0年工作经验
职位亮点
职位描述
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’ experienceon 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 Hong Kong side
工作种类 | |
工作地区 | 九龙塘 |
有关招聘公司
E.C. Fix Technology Limited