The candidate, being part of a team, will mainly be responsible for

• Providing first line IT technical support to facilitate system access
• Answering queries on the IT technical requirements and IT functions usage
• Referring the unresolved queries and problems to the IT technical support team for follow-up actions
• Diverting/referring the calls related to business matters to the general help line
• Ensuring that the calls are followed up properly with fault diagnosis and resolutions and keeping track of the progress
• Returning calls to the callers, as appropriate, to update the progress or provide resolution

The candidate will also perform other IT technical support duties such as:

• Managing a knowledge base of frequently asked questions ("FAQs") with reference to the enquiries and providing updates on the FAQs
• Conducting regression/ compatibility tests upon updates of programs, operating systems and/or browsers
• Preparing training materials and providing basic training on the use of IT systems
• Assisting the team lead in charge in monitoring the overall operation of the IT Help Line
• Carrying out other related duties as required, including documenting call details and providing summary for statistical purpose

• Level 2 or equivalent or above in five subjects, including Chinese Language and English Language, in the HKDSE, OR
• Level 2 / Grade E or above in five subjects, including Chinese Language and English Language (Syllabus B before 2007), in the HKCEE, OR
• Diploma/Higher Diploma/Degree holder in Computer Science or equivalent
• At least 5 years of working experience as a Senior IT Assistant
• The candidate should possess experience in supporting enterprise grade systems with good communication skills
• The candidates are required to work on staggered hours as assigned by their supervisor according to the operating hours of the IT Helpline as follows-
  
  • 8:00 a.m. - 7:00 p.m. on Monday to Friday (except public holidays)
• The job requires the following mandatory skills:
  
  • 2 Years x Office Automation and Windows 7/8/10
  • 1 Year x Helpdesk Call Handling Technique, Moderate Exposure of Spoken English in Work and Moderate Exposure in Written English