IT Support Team Lead

PRINCIPAL DUTIES AND RESPONSIBILITES

• Provide on-site technical support for PCs (software and hardware), voice equipment & mobile device (Smartphone and Tablet)
• Physically set up computers and software system installation
• Perform basic hardware moves and changes
• Record and manage all incidents and requests in ticket-tracking system
• Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer
• Develop and update new and existing process
• Proactively inform management of trends, significant problems and expected delays
• Provide other IT-related support as required by the business
• Documentation of products support and processes
• Update and manage inventory on new incoming hardware orders
• Communicate with vendors for incoming hardware orders and repairs
• New hire training - Provide OJT (On the Job training) to deskside new joiner and ensure their knowledge level is up to standard. Including technical & procedural knowledge
• New hire performance monitoring - Notify management on performance issue on new joiner for early intervention

Support Lead level - Additional responsibilities:

• All duties mentioned above
• Training:

1. Provide training, guidance and procedure adherence of deskside team members
2. Ensure documented procedure are in place

• Team management:

1. Manage administrative (Attendant and leave) and performance (1-1 and coaching) on team members

• Service delivery
• Supervise, manages and a optimize process of delivery service
• Interface with client service manager to report/escalate issue on behalf of deskside team
• Monitor service level and improve service quality

Qualifications

LANGUAGE

• English: Advanced level - strong verbal, written, listening communication experience

EXPERIENCE

• Solid understanding of PC hardware/peripherals
• Exposure of mobile OS such as Apple iOS and Google Android
• Good working knowledge and IT experience supporting Microsoft Windows configuration, desktop administration, Microsoft Office suite
• Basic understanding of network and server-side infrastructure
• Experience in delivering superior customer service experience
• 3 to 5 years IT support experience PLUS demonstrate experience on 1) team management 2) Project management and 3) Interface with client on service delivery

SKILLS

• Ability to make sound decisions following approved procedures in a fast-paced environment
• Ability to effectively manage multiple tasks occurring simultaneously
• Ability to work independently with little supervision
• Demonstrate ownership taking, willing to learn and share knowledge