IT Service Desk Supervisor

Responsibilities:

• Supervise and lead the IT Service Desk team, providing guidance, training, and support to ensure efficient operations and exceptional customer service.


• Monitor and report on the performance of the IT Service Desk team, including key metrics such as response time, resolution time, and customer satisfaction.


• Set performance targets, provide feedback, and conduct training sessions.


• Foster a positive work environment and promote teamwork.


• Handle customer inquiries, complaints, and service requests promptly and professionally.


• Monitor activities to ensure adherence to service standards.


• Identify areas for improvement and implement strategies for customer satisfaction and service efficiency.


• Analyze feedback and recommend process improvements.


• Resolve escalated customer issues and collaborate with other departments for complex problems.


• Maintain records of interactions and escalate unresolved issues.


• Prepare and present performance reports to senior management.


• Analyze data, identify trends, and develop action plans.


• Implement measures for consistent service delivery and adherence to standards.


• Conduct quality audits, provide feedback, and monitor customer satisfaction surveys.

Requirements:

• High Diploma in Computer Science or related disciplines.


• 5-10 yr exp in a supervisory or team lead role within an IT service desk environment.


• Provide customer service and handle customer inquiries and complaints.


• Supervise a team of customer service representatives.


• Tactfully and assertively address customer complaints with a professional approach.


• Utilize analytical and critical thinking skills to identify and resolve issues.


• Motivate and organize the team to ensure customer satisfaction.


• Maintain a high level of proficiency in English and Mandarin.


• Demonstrate excellent literacy in MS Office applications.


• Candidates with more experience may be considered as the Assistant Customer Service Manager position.

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***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***

All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients