Responsibilities:

• Manage a team of Helpdesk Agents to provide 24x7 phone technical support to customers
• Monitor the performance and identify areas for improvement, ensure the quality of the service are according to the agreed SLAs
• Solving clients’ problems over the phone;
• Client management (setting the clients’ expectation, keeping their satisfaction, etc...);
• Incident management (issue logging, issue following-up, keeping SLA, etc…);
• Prepare reports for the management and the customers
• Prepare and arrange rosters for the agents and ensure the resources are healthy used to support the entire helpdesk functions

Requirements

• Diploma holder or above in Computer Science or equivalent;
• Minimum 6 years solid experience in helpdesk support and trouble shooting for end-user;
• Solid support experience in people management
• Knowledge on user end operating systems (Windows 2000 / 2003 / XP);
• Knowledge on Networking and router configuration;
• Solid experience on Linux;
• Good telephone manner and excellent communication skill;
• Good team player
• Fluency in both spoken and written English and Chinese
• 24x7 shift duty is required

Interested parties, please submit your resume in MS WORD format to jobs@resourcesexplorer.com

All data collected will be used for recruitment purpose only

Resources Explorer Limited is an Executive Search and Selection company. We provide professional recruitment service and consultancy to both our valuable customers and candidates across the regions. We put our top priority in fulfilling our clients' strategic needs and guiding people in their career development.