IT Support Specialist

1 day ago

Hong Kong, Central and Western District, Hong Kong SAR China Unity Partners Full time
Job Description

The Service Desk Analyst role entails providing essential support for resolving basic incidents and handling requests directed to the regional service desk.

Key Responsibilities:
  • Primary Point of Contact: Serve as the primary point of contact for internal staff, offering assistance through phone calls, emails, live chat, and self-service tickets concerning IT issues.
  • Troubleshooting and Escalation: Provide 1st line support by troubleshooting IT-related problems and escalate unresolved issues/requests to the appropriate helpdesk (L2/L3 support).
  • User Problem Ownership: Take ownership of user problems, track their status, and communicate updates promptly.
  • Action Documentation: Document all actions and information in the ticketing system promptly.
  • Customer Service: Uphold a high level of customer service for all support queries.
  • Knowledge Database Management: Maintain a knowledge database to ensure information accuracy.
  • Process Improvement: Define and enhance processes and workflows.
  • Project Management: Manage projects, documentation, or tasks assigned by the manager.
  • Online Request Form Management: Manage end-user online request forms.
Requirements:
  • Language Proficiency: Fluent in English.
  • Communication Skills: Excellent communication skills and telephone etiquette.
  • Listening and Organizational Abilities: Strong listening and attentiveness skills, with exceptional organizational abilities.
  • Continuous Learning: Willingness to learn and improve.
  • Customer Service Orientation: Customer service orientation or previous training.
  • Teamwork: Team player.
  • Experience: Banking experience is advantageous but not mandatory.
  • Career Advancement Opportunities: More experienced candidates in service desk roles will be considered for senior positions.

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