Helpdesk Support (non-office hour)

Job Responsibilities:

• Receive and respond to end-user inquiries via call, Microsoft Teams, WhatsApp, and other channels.

• Log and manage tickets in ServiceNow with detailed and accurate information.

• Identify, investigate, and resolve IT-related incidents following standardized procedures and service pledges.

• Escalate unresolved issues to the appropriate support teams or supervisors when required.

• Provide remote diagnostic and technical support to resolve user issues on the first contact whenever possible.

• Communicate effectively with end-users to understand and troubleshoot issues.

• Collaborate with other support parties or teams to ensure timely resolution of complex problems.

• Record and report recurring issues, technical challenges, or user concerns to the line manager or supervisor.

Job Requirement:

• Education: Diploma in Computer Science, Information Technology, or a related field.

• Experience: At least 3 years of experience in IT-related roles, with a strong background in helpdesk support.

• Technical Skills:

  • Proficiency in supporting PCs, mobile devices, tablets, and iPads.

  • Knowledge of Windows 7, Windows 10, Apple macOS, Android, and iOS-based applications.

  • Experience with remote troubleshooting tools and ticketing systems like ServiceNow.

  • Solid understanding of general IT troubleshooting (hardware, software, and network).

• Soft Skills:

  • Strong communication and interpersonal skills to interact effectively with end users and teams.

  • Ability to work under pressure, prioritize tasks, and deliver excellent customer service.

• Languages: Proficiency in Cantonese, Mandarin, and English is required.

Working conditions:

·    Shift Schedule: Major non-office hours based on a shift duty roster.

• Allowance: Non-office hour allowance will be provided.

• Primarily based at the Kwai Chung office, with occasional on-site work at the customer’s location as instructed by supervisors.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant / similar posts within the Group/ Company.