Responsibilities:

• Provide leadership, guidance, and mentoring to the end user support team.
• Conduct team meetings and coordinate work assignments to ensure efficient service delivery.
• Handle escalated technical issues and provided advanced troubleshooting and problem-solving expertise.
• Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.
• Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.
• Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.
• Analyze data and metrics to identify areas for improvement and track team performance against established goals.
• Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.
• Help Service manager to Prepare regular reports on team performance, incident trends, and service level agreements (SLAs).

Requirements:

• Higher Diploma in Information Technology or related field (or equivalent experience).
• 4 years’ experience on end user support with at least 2 years’ experience on leadership role within IT support environments.
• Strong technical knowledge and troubleshooting skills across various hardware and software platforms.
• Excellent communication and interpersonal skills to interact effectively with end users and team members.
• Proven ability to lead and motivate a team, fostering a positive work environment.
• Analytical mindset with the ability to identify and resolve complex technical issues.
• Proficiency in documenting processes, procedures, and technical information.

Benefits:

• 28-35K Depends on Experience
• 10-20 Days Annual Leave
• 5-day Work Week
• Medical Plan
• Friendly and Energetic Working Environment

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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