Service Desk Specialist

Job Summary

We are hiring a Service Desk Specialist to join our team. Your primary responsibility will be to provide technical support and excellent customer service to end users via phone and email. You should have a strong background in IT, good communication skills, and the ability to work independently and as part of a team.

Responsibilities

• Answer/Receiving user IT enquiries via phone and email in client office during office hours.
• Willing to cover the stand-by support mode during non-office hours with teammates.
• Provide a single-point-of-contact Service Desk Service to end users from receiving IT-related incidents and requests.
• Provide first line determination to end users incidents/service requests.
• Log all end user's calls and tracks the status until resolution in the call logging system.
• Manage the ticket status in a logging system.
• Escalate high-impact incidents promptly to the responsible parties and management per the agreed guidelines and escalation matrix.
• Develop and maintain operational procedures, knowledge base, and performance statistics for tickets.
• Attend the meeting to report the helpdesk status.
• Prepare Daily, weekly, and monthly reports to the team supervisor.

Requirement

• Higher certificate holders or above in Information Technology or related disciplines OR more than two years experience in the IT field.
• Knowledge of email systems Microsoft Outlook/Exchange is preferred.
• Working Experience in outsourcing IT companies or large-scale projects is preferred;
• Knowledge of the JIRA ticket system is an advantage.
• Good customer handling skills and telephone manners. 
• Good capability of understanding and clarifying users’ requests;
• Good command of both written and spoken English, Cantonese and Mandarin;
• Able to standby support during non-office hours for ad-hoc tasks / critical case
• Self-motivated, proactive and customer-focused attitude.
• Able to work independently and cooperate with other parties.
• A team player with excellent interpersonal skills

Please send your application with full resume stating your present, expected salary and noticed period to us by clicking on the "Apply now".

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed within 1 year after completion of the recruitment exercise. (Only short-listed candidates will be notified)