Technical Officer – IT Service Desk
We are a professional IT services team dedicated to delivering reliable, high-quality technical support to a diverse portfolio of corporate clients. As our business continues to grow, we are looking for passionate talents to grow with us in the following role.
Your Role
- Handle IT Service Desk enquiries via hotline, email and instant messaging
- Provide first-line technical support and troubleshooting to users
- Log, track and manage incident and service request tickets
- Diagnose and resolve hardware, software and system-related issues
- Monitor and follow up on open cases to ensure timely handling and resolution
- Collaborate with internal technical teams and external vendors on complex cases
- Update and manage ticket records in accordance with the Service Level Agreement (SLA)
- Assist in distributing system maintenance, service outage and other IT communications
- Collect user feedback to continuously improve service quality and user experience
To Succeed in this Role
- Minimum 2 years' experience in IT Helpdesk, Technical Support or Service Desk (insurance / financial services industry an advantage)
- Strong troubleshooting skills across computer hardware, mobile devices and common software
- Proficient in Microsoft Windows, Microsoft 365 and Apple macOS platforms
- Good problem analysis and resolution skills
- Attentive, responsible and able to multi-task
- Good customer service mindset and communication skills
- Able to work independently while being a good team player
-
Language & Qualification Requirements
- Right to work in Hong Kong without the need for company sponsorship of a work permit
- Native proficiency in Cantonese
- Business proficiency in both English and Mandarin (written and spoken)
https://job.pccw.com/job-invite/63134/