Responsibilities:

• Lead and mentor the IT End User Service Support Team to deliver effective support to end users, including VIPs.
• Identify, analyze, and resolve incidents or problems following established procedures, standards, and service level agreements.
• Act as the point of escalation for unresolved issues or complaints, ensuring proper resolution through collaboration with management and other support teams when necessary.
• Communicate clearly and professionally with end users and relevant stakeholders.
• Generate and maintain call logging reports (daily, weekly, and monthly).
• Work independently with minimal supervision while maintaining high performance standards.
• Provide technical support for both team members and end users, addressing issues related to:
• PC/Notebook end user software
• Microsoft Windows, Office suite, and Outlook
• General end-user IT issues
• End user tablets & smartphones
• Support and troubleshoot conference room AV equipment and video conferencing tools.
• Perform installations, moves, and changes related to deskside services for end users.
• Troubleshoot IT-related issues and escalate or report them to the line manager or supervisor as necessary.
• Deliver VIP support as needed.

Requirements:

• Higher Diploma in Computer Science, Information Technology, or a related discipline.
• Minimum of 4 years of experience in end-user support, with at least 2 years in a leadership role.
• Strong interpersonal skills with a team-oriented and people-focused approach.
• Excellent verbal and written communication skills in English.
• Flexibility to work overtime when required.

Please send your full resume to us By email [via CTgoodjobs Apply Now]. 

For other vacancies, please visit our website www.swing-hk.com

Linkedin - linkedin.com/company/swing-consulting-ltd

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