Lead the IT end user services / help desk team under the group to provide service and assistance to internal and external clients in  both hardware, software and level 1 network problems, coordinate deployment of hardware, software and networks, coordinate scheduled maintenance, upgrades, repairs and replacements

Foster positive end-user relationships and drive customer satisfaction

Organise workflow process in ticketing, assigning, monitoring and follow-upping the progress, IT hardware and software inventory, and document asset list, transfers and network   

Coordinate with procurement and project team to recommend and fulfill the requirements for successful delivery of services and projects on time

Manage escalated tickets and issues and communicate with the clients and vendors

Mentor team members for service excellence and capacity development 

Define team goals and evaluate team members’ performance

Report progress, metrics, outstanding issues, analysis, feedbacks, procurement plan and budget plan timely to Director of IT on weekly, monthly, quarterly and annual basis

A Bachelor’s or Master’s Degree in related field

Solid working knowledge and experience in IT help desk operations, PC hardware, Windows OS, Mac OS, Google Workspace, Microsoft 365, Odoo, database, basic server OS operations, basic networking principles

Minimum 5-year experience in managing IT help desk / end user support

Must be team-oriented, possess a positive attitude and work well with others

Strong communication, interpersonal skills and the ability to manage anger

Ability to communicate effectively with clients and vendors 

Have a genuine passion for providing excellent customer service and a problem-solving attitude

Ability to lift up to 10 kg