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IT Service Desk Supervisor / Senior Helpdesk Specialist

Job ref no. LS
Job level
Work experience
Education Bachelor Degree
Location Hong Kong Island
Employment type Full Time
Benifits
Industry Information Technology
Job function Information Technology (IT)
Post on 2026-04-29

What you'll be doing

  1. Supervise and coordinate the IT helpdesk team, delegating tasks and ensuring all incidents and requests are resolved in a timely manner

  2. Provide technical support and troubleshooting for a wide range of IT systems and applications

  3. Manage the helpdesk ticketing system, monitor performance metrics, and implement process improvements

  4. Escalate complex issues to the appropriate technical teams and liaise with third-party vendors as needed

  5. Document IT support procedures and train team members on best practices

  6. Contribute to the development and implementation of the IT support strategy

  7. Foster a positive, customer-centric culture within the IT support team

What we're looking for

  1. Minimum 5 years of experience in an IT support, helpdesk role or VIP support (Director grade or above), with a strong track record of providing excellent customer service and with supervisory experience.

  2. Proven experience in managing and leading a team of IT support professionals

  3. Excellent troubleshooting and problem-solving skills, with the ability to quickly identify and resolve a wide range of IT issues

  4. Strong understanding of IT systems, networking, and cloud-based technologies

  5. Proficient in using helpdesk ticketing systems and IT support tools

  6. Excellent communication and interpersonal skills, with the ability to liaise with both technical and non-technical stakeholders

  7. A customer-centric mindset and a passion for delivering high-quality IT support


Proficiency in the following would be an advantage:

• Local Area Network (LAN) administration.

• Microsoft Windows 11 OS and Office 365 administration

• Virtual PC management and support.

• Mobile device management and support (iOS and Android).

• Virtual Meeting and collaboration tools (Zoom, MS Teams) support

• Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management).

• Experience with AI-powered productivity tools (Microsoft Copilot, ChatGPT, Google Gemini).

 

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