• Production Database Support
• Project Management and Issue Tracking System
• Project Management and Issue Tracking System

 The IT Helpdesk Support role is responsible for providing timely and effective assistance to users in resolving application-related issues. Key responsibilities include:

1.    Receiving and processing user reports of issues
2.    Conducting initial troubleshooting and diagnosis to identify root causes
3.    Providing prompt and accurate solutions to user enquiries
4.    Escalating complex issues to relevant stakeholders, such as developers and business analysts, for further investigation and resolution
5.    Maintaining open communication with users throughout the issue resolution process, providing regular updates on progress and ensuring that issues are resolved in a satisfactory and timely manner
 

Seconded to our clients of public sector to perform the followings:

• Act as the first point of contact for users, handling incoming enquiries via phone calls, emails and other online communication platforms
• Troubleshoot and resolve common hardware, software, and application problems
• Log, track, and update the support tickets using the issue tracking system (e.g. Azure DevOps)
• Perform incident triage by assessing and prioritizing issues based on business impact and urgency, and escalate complex incidents to Developers or Business Analysts, and notifying relevant parties as necessary.
• Proactively follow up with users on issue status in customer-oriented manner and ensure timely resolution
• Collaborate closely with internal IT, development, and business teams to resolve user issues efficiently
• Provide system administration support, including granting user access rights, adding new users etc., in accordance with security policies.
• Provide hands-on, on-site technical support and perform outdoor duties across various venues and sites as required for system operation and implementation.
• To perform other IT services or tasks as assigned by supervisor.

• Higher diploma holder or above majoring in Information Technology (IT), or equivalent;
• 1 years or above of experience in IT Helpdesk, Technical Support, or Customer Support
• Strong communication and interpersonal skills to effectively communicate with users.
• Ability to diagnose and troubleshoot user problems with good technical sense.
• Experience with issue tracking systems (Jira, Azure DevOps, or similar) is preferred
• Ability to multi-task and work well under pressure.
  
   

Interested parties please send detailed resume with present/expected salary to HR Department.

Address: Room 1202, 12/F, Harcourt House, 39 Gloucester Road, Wanchai, Hong Kong.

Tel: 2838-6813

Fax: 2838-6776

We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strictest confidence and handled confidentially by authorized personnel for recruitment-related purposes within the Group. Applicants not hearing from us within six weeks from the date of advertisement may consider their applications unsuccessful.