Desktop Support Expert Helpdesk & Live Support Specialist

Key Responsibilities

1. Front-line Service Reception:

Make a preliminary judgment, classification and grading of the event, and then process or assign it to the second line/vendor support team according to the predetermined process.

Receive and log all IT service requests and incidents via hotline, email, and instant messaging tools.

Perform initial triage, categorization, and prioritization of incidents, resolving or dispatching them to L2/vendor teams according to established procedures.

2. Fault diagnosis and technical support (Troubleshooting & Technical Support):

Hardware maintenance:Responsible for the installation, configuration, fault diagnosis, maintenance coordination and daily inspection of desktop computers, laptops, monitors, keyboards, mice, printers, scanners and other office terminals.

Software maintenance:

Internet and phone:

Hardware Support:Install, configure, troubleshoot, and maintain desktops, laptops, printers, and other peripherals. Conduct routine inspections.

Software Support:Install, configure, upgrade, and troubleshoot operating systems, Office suites, VPN, browsers, and other business applications.

Network & Telephony:Perform basic network troubleshooting (e.g., IP configuration, connectivity tests) and install/config telephone terminals.

3. Customer Communication & Reporting:

Strictly follow the Service Level Agreement (SLA) requirements and respond and handle different levels of events (urgent, important, general) within the specified time frame.

Accurately record all service activities and solutions, write service reports, fault analysis reports, etc. as required.

Respond to and handle incidents of different priorities (Critical, High, Normal) within agreed SLAs.

Accurately document all service activities and solutions, and prepare service reports and post-incident reviews as required.

Qualifications

Basic Requirements:

Education:Specialist or above academic qualifications. Associate degree or above.

Experience:

Language (Mandatory):Fluent in Cantonese, English, and Mandarin, able to handle technical issues by phone or email, conduct problem tracking and user follow-up.Must be fluent in Cantonese, English, and Mandarinto handle technical incidents, track issues, and conduct service follow-ups via phone and email.

Industry Background (Preferred):Experience in the financial industry (especially banking) IT operations is highly preferred.

Technical Skills:

Proficient in computer hardware (laptops, desktops) and peripherals (printers, scanners) installation and troubleshooting technology.

Proficient in mainstream operating systems (Windows 10/11, macOS) and office software (Office 365, Outlook) configuration and maintenance.

Proficient in computer hardware and peripheral troubleshooting.

Proficient in configuring and maintaining mainstream OS and Office 365.

Familiar with basic networking concepts and troubleshooting.

Professional certification (preferred) Certifications (Preferred):

Preference will be given to those with Microsoft (such as MD-100, AZ-900), Huawei, Cisco, ITIL, and Advanced Information Systems Project Management Professional (PMP) certifications.

Possession of certifications such as Microsoft, Huawei, Cisco, ITIL, or Senior Information Systems Project Manager is a plus.

Working hours Service Hours:

Monday to Friday: 08:30 - 18:30 (public holidays excluded)

Saturday: 08:30 - 14:00