Summary:

Experienced Helpdesk Support Lead to help with daily supervision and promoting development of our Customer Service Helpdesk by supervising, motivating and leading the Helpdesk with day to day operations and administrative support to achieve performance targets.  Must be a customer and service oriented person who is self-motivated, friendly and has a passion to solve client issues in an efficient manner.

Responsibilities:

• Lead a team of Helpdesk support engineers to provide technical support
• Manage daily operations across support, delivery in a high quality and efficiency manner.
• Manage the incident management methodology to ensure the incidents and requests are managed properly. Prioritizing task and projects according to business demand and priority.
• Manage escalated incidents and complex issues. Work with the technical team to identify the problem and escalated to application or support teams.
• Work with the business stakeholders to understand all the requirements and services need.
• Manage and improve internal training material, process workflow and support communications messages.
• Resolve and Answer queries on technical issues for Hardware /Software /Network /Telecommunications Systems by Phone or Email.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities. 

Qualifications:

• Bachelor Degree or above in Computer Science, Information Technology or any relevant disciplines
• At least 8 years of IT desk-side Infrastructure support experience with leadership responsibility.
• Infrastructure project management experience.
• Hands-on experience across Windows Server, Windows Desktop 7 / 10, Active Directory, File and Print, MS Office, Apple / Mac, mobile devices, etc
• Understanding of security products such as firewall, web filtering gateway, anti-virus and data leakage etc.
• Microsoft and ITIL Certifications required.
• Good leadership and interpersonal skills. Strong interpersonal skill to work with senior stakeholders.
• Strong communications skills in English, Cantonese and Mandarin.
• Keen attention to details 
• Good Team player with Highly self-motivated , multi-task oriented
• Strong analytical skills and problem-solving abilities

We offer an attractive salary and fringe benefits to the successful candidate.  If you are interested in this role, please send your full resume with current salary, expected salary and date available.  Candidates must have the right to work in Hong Kong.  For more information about our company, please visit www.uniserveit.com.  

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Uniserve is a Hong Kong based IT Managed Services and Cloud Services provider, serving small and mid-size businesses.  Our office and our services continually grow.  If you have talent and have passion within the technical and professional services industry, please join us.  We are continually looking to improve our services culture with a variety of personalities and technical experts.