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 unavailablehelp 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 Applicationsescalate 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 resolvedescalate problem to service desk supervisor of the Vendorkeep the Purchaser informed on request status and priorityfollow-up on problem status until resolved
Resolution and recovery:resolve issue for the Usersimplement solutions to restore/fulfil service as a temporary solution for the Usersupdate 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 channelsend user satisfaction surveys to collect feedbackupdate 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 / compu ter 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.

Service Desk Specialist