Technical Service Desk Manager

7 days ago


Hong Kong Island, Hong Kong SAR China Classy Wheeler Limited Full time
About Classy Wheeler Limited

We are an international legal firm seeking a highly skilled Technical Service Desk Manager to join our IT department. The successful candidate will be responsible for leading a team of support analysts and providing technical support to internal employees.

Key Responsibilities:

  1. Lead the team by coordinating their daily duties and ensuring timely resolution of issues.
  2. Provide technical support to internal employees via phone, email, and remote desktop assistance.
  3. Record all calls and actions taken on Service Desk; take ownership and responsibility for calls logged.
  4. Use judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team.
  5. Liaise with the rest of the Service Desk team in Hong Kong/Singapore and wider IT department to resolve and follow up on issues.
  6. Work effectively, efficiently and respectfully alongside other Technical Support Analysts to provide operational and technical support for the Firm globally.
  7. 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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