IT Technical Lead for Global Service Desk

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

Classy Wheeler Limited is seeking a highly skilled IT Technical Lead to join their global service desk team. As the IT Technical Lead, you will be responsible for providing technical leadership and guidance to the team, ensuring that all incidents are resolved efficiently and effectively.

Company Overview

Classy Wheeler Limited is a leading international legal firm with a strong presence in the UK. We are committed to delivering exceptional client service and providing a supportive and inclusive work environment for our employees.

Job Description

  • Provide technical leadership and guidance to the global service desk team.
  • Ensure that all incidents are resolved efficiently and effectively.
  • Develop and implement processes and procedures to improve service delivery.
  • Liaise with internal stakeholders to ensure that technical issues are resolved promptly.
  • Collaborate with the technical team to resolve complex technical issues.
  • Conduct regular training and coaching sessions to ensure that the team has the necessary skills and knowledge to perform their roles effectively.
  • Identify areas for process improvement and implement changes to enhance service delivery.
  • Manage and maintain relationships with external suppliers and vendors.

Required Skills and Qualifications

  • 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.
  • Experience of Virtual desktops and VPN technologies, Ivanti Endpoint Security and Microsoft Endpoint Manager – Intune and SCCM.
  • Strong organizational skills and capable of working under pressure.
  • Excellent interpersonal skills with the ability to develop and maintain good working relationships with both internal and external clients.

Estimated Salary: £45,000 - £55,000 per annum



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