IT Helpdesk Team Lead

2 weeks ago


Hong Kong, Hong Kong SAR China HK45 DXC Technology Enterprise Services (Hong Kong) Limited Full time

Job Description:

•Maintain top-tier customer service for timely issue resolution.•Monitor ticket queue, ensuring accurate logging and prioritization.•Identify and escalate priority issues promptly.•Supervise team to meet SLRs.•Resolve daily operational issues and escalate as needed.•Serve as primary contact for new scope requirements and escalations.•Compile monthly progress reports, including support KPIs.

Job Requirement:

•IT/IS degree or equivalent.•10+ years in helpdesk support, including 3 years leading a team of 3-5 agents.•Proficient in written English & Chinese, fluent in spoken English and Cantonese. Mandarin proficiency advantageous.•ITIL V3/V4 certification required.
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