IT Service Desk Support Team Leader
Schneider Electric
Quarry Bay, Quarry Bay, HK

Job Description

IT Service Desk Support Team Leader-006Z7U

Role & Responsibilities :

  • Maintain a good service delivery related to computer hardware, software problems, network issue, some of workflow system’s simple inquiry, apple mobile phone and telephony connection / configuration support to meet pre-defined SLAs
  • Manage the helpdesk call, logging system, ensure ticket’s context, provide IT technical support and troubleshooting services, and act like owner to solve the issue / problem per user request
  • Understand and assist in compliance with software license requirements and hardware’s malfunction, can escalate the support to OG vendor or IG relevant teams once need
  • Support and maintain mobile device according to company policy, (, tablet)
  • Offer hardware and software support as necessary based on company policy and job scope
  • Be one of the process owners for employee’s onboarding (including conduct IT’s orientation) and offboarding
  • Cooperate with global and regional team for new guidance / policy deployment to country
  • Conduct user training to reduce the number of tickets, share Tips and new deployment or system upgrading
  • Follow corporate and ISO standards, guidelines and procedure for system, Network and security implementation & support.
  • Perform backup job and the tape carrier to branch office and rotate with team members
  • Take an overview and monitoring of service desk calls, response times and customer satisfaction, relevant dashboard prepared and to hold the reviewing meeting by monthly
  • Contribute to management meetings for country and regional as required
  • Coordinate system maintenance and monitoring activities to ensure high availability and reliability of system services
  • Provide, source and recommend fit-for-purpose technology solution / support to helpdesk team members to fulfill the business objectives
  • Relevant Vendor management and related Purchase request and Payment process
  • Assist in ad hoc projects or change management when required
  • Manage the IT asset system and do the physical IT asset inventory quarterly to make sure the consistency with the book of Finance in ERP system
  • Manage the rotation support, performance appraisal and career path planning for helpdesk team members
  • Requirements :

  • Degree holder in Computer Science or relevant fields
  • Minimum 5 years' service desk or infrastructure related working experience and at least 2 years' leadership experiences
  • Good command of spoken and written English, Cantonese and Mandarin
  • A team player who is capable of handling challenges and self-motivated with strong problem solving and analytical abilities
  • Good communication skills and EQ with users
  • Customer-oriented and with proactive and innovative working attitude and collaboration within team
  • Experience or certification related to diagnosing and resolving technical issues below would be preferred : Microsoft Active Directory administration McAfee ePO administration for antivirus and Disk Encryption Mobile device management Network client configuration and troubleshooting Microsoft Office 365 administration Windows server administration VMWare host / virtual machine administration Backup / Symantec backup Exec Voice system : PABX, IP Phone management system Video Conference System (, Cisco WebEx, Zoom) Microsoft SCCM IT Management framework, like ITIL certification
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