IT Support Team Lead
5 days ago
We are a leading international legal firm seeking a skilled IT Support Team Lead to join our team. As a key member of our IT department, you will play a vital role in providing top-notch technical support to our employees.
Key Responsibilities:
- Provide first-line technical support to internal employees via phone, email, and remote desktop assistance.
- Lead the team by coordinating their daily duties and ensuring timely resolution of issues.
- Record all calls and actions taken on Service Desk; take ownership and responsibility for calls logged.
- Use judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team.
- Liaise with the rest of the Service Desk team in Hong Kong/Singapore and wider IT department to resolve and follow up on issues.
- Work effectively, efficiently and respectfully alongside other Technical Support Analysts to provide operational and technical support for the Firm globally.
- Create and maintain support documentation and update in our knowledge base system.
- Identify and report to the Technical Team Leader patterns or trends of calls as a form of Problem Management.
Requirements:
- Degree holder in Information Technology or related discipline.
- 3-5 years of previous experience as an IT Helpdesk Operative ideally gained within a legal or professional services environment.
- Service Now ticket system experience required.
- Proven customer service skills.
- Experience of supporting and using Windows 10 and Office 2016, mobile devices using an MDM solution, legal applications such as Worksite, Aderant amongst others.
- Strong organizational skills and capable of working under pressure.
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