POSITION SUMMARY
Senior Specialists are leaders to oversee Service Desk performance during a shift and work very closely with the Specialists to complete all assignments owned by Service Desk via e-mail or phone within SLA. Senior Specialists have to perform proper hand-over between shifts and escalate any urgent / major incidents to Service Delivery Management and / or Operations Teams. Senior Specialists provide basic training to junior and newly joined team members on operating applications that are used by all Service Desk Team Members.

PRIMARY RESPONSIBILITIES
• Perform, assign and manage tasks and duties to Service Desk Specialists;
• Monitor the SD performance in the shift to ensure technology is up to date in terms of software, email storage and performance of the equipment to ensure effective operation for the Service Desk;
• Take the lead in ensuring issue / tickets are resolved within the respective SLA metrics;
• Liaise with and provide training and support to end users and staff on computer operation and other issues;
• Perform phone, remote and analysis, diagnosis, and resolution of complex PC problems for a variety of end users; and recommend ad implement corrective hardware solutions, including off-site repair as needed;
• Manage and follow up the whole cycle of user's requests and complaints;
• Assist in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring PC performance;
• Escalate the incidents and problems to the proper support and management teams;
• Perform shift leader's regular responsibilities including shift hand-over reports, case and ticket follow-up, incident escalation, and notification with external and internal users

REQUIREMENTS
• University degree in the field of computer science or equivalent work experience;
• At least 2 years experience in a Service Desk / desktop support or technical support role;
• Excellent technical knowledge of network and PC hardware;
• Extensive equipment support experience;
• Working technical knowledge of current network protocols, operating systems, and standards, including Windows XP / Windows 7, Windows 10 and TCP / IP;
• Experience working in a team-oriented, collaborative environment;
• Good written and oral communication skills in Cantonese, English and Mandarin;
• Self-motivated with the ability to work well within a team environment;
• Attention to detail and analytical problem-solving abilities;
• Ability to effectively prioritize and execute tasks in a high-pressure environment;
• Strong customer-service orientation;
• Willing to work on shift