IT Support Specialist

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

Job Overview

About Bank Of China (Hong Kong) Limited

  • We are a leading financial institution in Hong Kong, providing a wide range of banking services to individuals and businesses.

Job Description

Key Responsibilities:

  • Manage IT Helpdesk tickets in a timely manner by troubleshooting and resolving technical issues, escalating complex problems to senior team members as needed.
  • Respond to user calls via phone, email, and ticket system to provide support and resolve queries.
  • Resolve user queries and feedback quickly and effectively through active listening, empathetic communication, and creative problem-solving.
  • Document cases in the Ticket Logging System for accurate record-keeping and analysis.
  • Maintain adherence to company policies, corresponding guidelines, and service level standards to ensure high-quality support.

Requirements:

  • Degree in Information Technology or related disciplines to demonstrate strong foundation in computer systems and software applications.
  • Completion of ITIL Foundation certification is an advantage, showcasing knowledge of best practices in IT service management.
  • Strong customer-oriented mindset with excellent communication and interpersonal skills to build trust and rapport with users.
  • Independent, diligent, and responsible work attitude, with positive behavior under pressure to deliver results.
  • Familiarity with various MS Office applications, including Word, Excel, PowerPoint, and Outlook, to efficiently complete tasks.
  • Good command of both written and spoken English and Chinese, with spoken Mandarin being a valuable asset in our multilingual environment.


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