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Recruit Ref: L046351702
Posting Date: 2021-10-07
Service Desk Specialist

Job Responsibilities:

  • Provide a single-point-of-contact Service Desk Service to end users from receiving IT related incidents and requests.
  • Provide dedicated SLA and mobile service for VIP User (include WhatsApp, WeChat and Line etc...)
  • Provide different types of communication channels (including telephone, email) to support efficient communication between the end users and the Service Desk
  • Support communications with end users using both English, Mandarin and Cantonese languages.
  • Receive and handle calls in accordance with procedures for priority handling, including logging incoming calls, verifying caller’s identity and associated information, initial diagnosis, etc., As defined in client’s process and procedure manuals.
  • Provide first line determination and resolution (“First Line Resolution”) to resolve / fulfil end users incidents / service requests, including:
    • Basic usage advice on the supported applications and systems related PC usage;
    • Technical support assistance for enquiries relating to the features, functions and usage of all PC and related equipment and application systems through remote management tools;
    • If the incidents / service requests cannot be resolved / fulfilled by First Line Resolution, dispatch or escalate the calls to designated support teams (including third party vendors).
    • Log all end users calls and tracks the status until resolution in the call logging system.
  • Escalate high impact incidents promptly to the responsible parties and management in accordance to the guideline and escalation matrix agreed.
  • Prepare Daily, weekly & Monthly report if necessary
  • On-job-training will be provided in the 1st month (9-6pm, Mon-Fri), shift duty will be started in the 2nd month


Job Requirements:

  • Higher Certificate holder or above in IT or related disciplines
  • With 1 year experience in Information Technology services
  • Knowledge in Microsoft Windows Active Directory, Exchange Server and AIX/Linux Administration is an advantage
  • Knowledge in Data Center Operation is an advantage
  • Holding any Professional Certificate is a plus
  • Good interpersonal and communication skill
  • Able to work on-site, 7x24 shift and non-office hour
  • Fluent in spoken English and Cantonese
  • Fresh graduates are welcome


Information Technology 
Job Category / Function:
Job Position Level:
Employment Term:
Full Time 
Min. Edu. Level Req:
Minimum QF Level attained:
Total Working Exp:
Shatin District
  • Medical Insurance
  • On-the-job training
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