Deloitte Touche Tohmatsu

Manager – Helpdesk Support - Information Technology Services (HK)

Deloitte Touche Tohmatsu
Full Time
Senior (6-10 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Manager – Helpdesk Support - Information Technology Services (HK)

Location: 香港特别行政区, Southern China

  • Oversee a team of IT helpdesk system engineers while providing high-level support to end users inquiries
  • Manage schedules and workloads of IT helpdesk team members
  • Provide inter-team development training and support
  • Compile reports to track service delivery, end-user satisfaction, personnel performance and adherence to established service-level targets, and analyses for process improvement
  • Cover technical support duties, supervisory duties, and project duties

Qualifications

  • Bachelor Degree in Information Technology or related discipline
  • At least 8 years' experience demonstrating strong knowledge of helpdesk practices and customer service tactics
  • Result-oriented thinker with demonstrated experience in translating strategic goals / concepts into action plans and executing initiatives at an operational level
  • Experience in business process improvement and performance measurement desirable
  • Strong project management skills and ability to be self-directed and manage projects with minimal guidance
  • Must be an efficient communicator and has the ability to translate technical knowledge into actionable direction
  • Good command in English and Chinese (Cantonese & Mandarin)

Technical Skills

  • Customer Service
  • Process Improvement
  • Project Management
  • Technical Support
  • Training