Helpdesk Service Supervisor

• Handle inquiries, incidents and problems via phone, email and fax including escalation to corresponding parties
• Log, validate, prioritize, open, and update call records in Service Desk System
• Dispatch calls to the right party, according to call dispatch list
• Perform Tier-1 trouble shooting and problem analysis on IT services
• Coordinate with both internal technical support teams and external vendors for scheduled and non-scheduled activities
• Keep track of incident throughout the incident lifecycle, and trigger escalation based on contractual requirements
• Perform shift duty
• To liaise with vendors and 2nd Tier Support in order to keep track the incident life-cycle
• Prepare routine reports and documents of the supported IT Service

• Diploma or above in Information Technology or related discipline
• A good team player with analytical & problem-solving skills, self-motivation and good interpersonal skills
• Good command of spoken and written English and Chinese
• Strong interpersonal and communication skills and telephone manner
• Able to work on site, 7x24 shift and non-office hour
• Able to handle IT-related complaints and resolve technical problems over the phone
• Knowledge on Microsoft Office, user end operating systems (Windows), Network, POS
• Certification in ITIL or exposure in an ITIL framework is an advantage
• Proactive and able to work under pressure
• Immediate availability is highly preferred

Classy Wheeler