Service Desk Specialist

Job description

Your Role: Responding to Agency IT Service Desk hotline calls, instant messages and emails Responding to the Users’ IT enquiries and providing solutions Opening problems and requesting tickets Monitoring and tracking service requests, including problems reported by the Users Classification of problems and provision of initial support: prioritize issues based on scope, impact and urgency on business utilise the Purchaser’s communications plan keep the Service Desk Specialists providing Onsite Services advised of problem trends and systems which appear to be unavailable help to identify problems by logging all problems and assign to both the Purchaser’s internal subject matter experts and relevant external vendors of the Purchaser Investigation and diagnosis: provide troubleshooting and answer to questions on the IT Applications escalate and assign issue to the Purchaser’s relevant support group, with sufficient documentation (e.g. issue, context, environment, troubleshooting completed, probable cause, etc.) included in the ticketing system and escalation process if the issue is unable to be resolved escalate problem to service desk supervisor of the Vendor keep the Purchaser informed on request status and priority follow-up on problem status until resolved Resolution and recovery: resolve issue for the Users implement solutions to restore/fulfil service as a temporary solution for the Users update ticket within the Service Level (see below) with actions taken at final resolution, and follow the ticket update process Ticket closure: confirm successful resolution/fulfilment with the Purchaser using a predetermined channel send user satisfaction surveys to collect feedback update ticket within the Service Levels (see paragraph 3 below) and follow the ticket closure process Distribution of stoppage and other end user communications How to be succeed: Have a minimum of three (3) years of experience in technical helpdesk support, preferably in the insurance industry. Possess relevant mobile / computer hardware and software troubleshooting / diagnostic skills. Be proficient in popular software on both Microsoft Windows and Apple platforms. Have basic technical writing and documentation skills. Have a right to work in Hong Kong without the need of holding any work permit to work in Hong Kong; and Have native proficiency in Cantonese, and business proficiency in both English and Mandarin.