TEAM LEAD GLOBAL HELPDESK - Opportunity to Make a Difference

Job Descriptions:

• Provide level 1 support and troubleshooting assistance for users encountering issues with the logistics software (Warehouse Management System, Freight Forwarding System etc.).
• Record user inquiries via email and processes in the incident management system.
• Escalate unresolved or complex issues to level 2 support or relevant technical teams for further investigation and resolution.
• Keep users informed of incident progress and notify them of changes or outages.
• Close resolved incidents, requests, and others in a timely manner.
• Follow up on open tickets and influence tech teams for prioritization.
• Relay customer feedback or suggestions to the appropriate internal teams.
• Training other staff members on Troubleshooting and diagnosing problems.
• Prepare procedures, FAQ and Training material for new and updated processes.
• Prepare weekly/monthly incident report and participate in regular meetings.

Job Requirements:

• Have minimum requirements Bachelor’s Degree (Preferrable: Computer Science/Information Technology or equivalent).
• Minimum 2 years of experience in IT Helpdesk or Service Desk or an understanding of IT support operations.
• Required Language: English Language & Mandarin Language.
• Excellent communication skills and problem-solving skills.
• Good knowledge of Microsoft products (Microsoft 365, Word, Excel, PowerPoint, Teams).
• Ability to multitask efficiently and provide prompt assistance to multiple users simultaneously.
• Positive and professional demeanour to build rapport with colleagues and ensure a satisfactory customer experience.
• A mentor/leader and a team-player at the same time.