Service Desk Shift Lead (Cantonese-speaking)
Core
Lead and support customer service helpdesk operations, ensuring high-quality service delivery and timely resolution of client requests.
Role type
Service Desk Shift Lead
Builds
Customer service helpdesk operations for Managed Services clients
Domain
IT Service Management / Customer Support
Deliverable
client delivery
Required skills
customer service, IT support, call centre operations, SLA management, escalation handling, root cause analysis, process improvement, administrative support
Preferred skills
leadership, team management, shift coordination
Technologies
ticketing systems, communication tools
Responsibilities
receive, validate, and log client requests; coordinate with internal teams and vendors to resolve issues; lead or support customer complaint investigations; identify operational gaps and recommend improvements; maintain relevant documentation; communicate progress to clients; perform entry-level administrative tasks.
Seniority
Individual Contributor, operational lead
