Technical Support Specialist for IT Infrastructure

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Société Générale Assurances Full time

The ideal candidate will be a skilled technical support specialist responsible for providing assistance to internal users with basic incident resolution and handling user requests. You will work closely with various business stakeholders, align with global direction and roadmap.

Job Description

The successful candidate will require an aptitude for working with applications or systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

Responsibilities:

  • Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
  • 1st line support: troubleshooting of IT related problems
  • Escala...

You will be part of the Service Desk team in Asia, supporting approximately 32 million external clients. As a technical support specialist, you will be required to collect information through customer conversations, accessing support tools, and providing additional support to Asia IT staff when necessary.

Key Objectives & Core Responsibilities

The Service Desk Analyst provides support for basic incident resolution and requests reported to the regional service desk.

Responsibilities:

  • Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
  • 1st line support: troubleshooting of IT related problems
  • Escalate unresolved issues / requests to the corresponding helpdesk (L2/L3 support)
  • Take ownership of users' problems, follow up the status of problems on behalf of the user and communicate the status to users in a timely manner
  • Update all taken actions and information into ticketing system in a timely manner
  • Maintain a high degree of customer service for all support queries
  • Maintain knowledge database to ensure all information is up to date
  • Define new and improve existing processes and workflows
  • Capable to manage projects, documentations or tasks given by the manager
  • Responsible on managing end user online request forms

Work in Shift: Monday to Friday (6am – 3pm/8:00am – 5:00pm/9:30am-6:30pm)

Work during HK Public Holidays / Typhoon / Black Rainstorm

Profile Required

Fluent in English

Excellent communication skills and telephone manner.

Effective listening and attentiveness skills

Excellent organizational skills

Willingness to improve and to learn

Customer service orientation and/or prior customer service training

Team player

Banking experience will be advantageous, but it is not mandatory

Candidate with more experience in service desk will be considered as senior role

Estimated Salary: HKD 28,000 - HKD 38,000 per month

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