Helpdesk Supervisor

• Sustain the Tier-1 hotline operation to fulfill each customer contract requirement and scope of work.
• Maintain a positive attitude while leading a team of around 10+ more service agents in an efficient and productive manner.
• Enhance/updating operating procedure and a marketable service improvement continually.
• Monitor and re-arrange resource to make sure meet contract SLA of each customer.
• Fulfill all contract scope and ensure sure all overcharges have been arranged on-time.
• Create monthly or weekly services review report of each hotline/account internal review meeting monitoring.
• Good Communicate between support team, Service manager, helpdesk manager and customer to make best benefits for each party.
• Resource arrangement for contract scope, non-office job, regular tasks, leave arrangement and Ad-hoc request.
• Arrange new joiner training and fulfill regular training to team.
• Assist for new account transition and sourcing new agent to fulfill the services scope.
• Handling customers complaint and commit the services improvement.
• Attend customer service review meeting when necessary.
• IT diploma or above education.
• Better have team leader experience more than 2 years.
• Good Cantonese and English for presentation and documentation.
• Working knowledge of Windows computers, essential programs, helpdesk operation, servers’ platform, and data center operation.
• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
• Demonstrated ability and proven track record of effective marketing campaigns and employee management.
• Advantage for certificate of Office365, or any IT subject certificate.

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