IT Service Desk Supervisor | HK Talent Engage

Job description

Opportunity is equal to everyone; your attitude decides your altitude!

Welcome to visit us at https://askit.com.hk for more information.

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***