Contract Service Desk Supervisor #4126 (Vendor)

Duration:                     12 months

Working hours:           Mon – Fri,  0900 - 1800

 Job Description:

• Manage incoming calls to the Service Desk via Telephone, e-Mail, Self-Service Portal and other Omni Channel to ensure courteous, timely, and effective resolution of end user issues.
• Lead and manage Service Desk including hiring, training, development of staff, setting of KPIs on team’s performance, coaching and discipline.
• Track and analyse trends in Service Desk requests and generate statistical reports.
• Oversees the day-to-day activities of the Service Desk and ensures that customer service and communication with customers is a priority
• Identify and suggest possible improvements to procedures and achieve operation excellence
• Prepare weekly and monthly performance reports, service reports and ad hoc reports
• Manage the IT Asset inventory, ensure timely and accurate IT inventory list.
• Update processes, procedures, work instruction documents and provide training to the team members, ensure team members follow documents in the operations
• Act as an escalation point for any Service Desk issues
• Standby support during non-office hours is required to ensures the appropriate handling of critical / P1 incident

Requirement:

• Bachelor's degree in computer science, information technology, or related field
• A minimum of 5 years’ relevant experience, in which 2 years at supervisory level in Service Desk
• ITIL certified
• Knowledge of Office 365 and Service Now Ticket System is an advantage
• Good command of English and Chinese languages, both spoken and written
• Strong customer-oriented mindset with excellent communication and interpersonal skills