Specialist - Service Desk

Position Summary

Provide service to internal GEG users as 1st point of contact for all IS&T service requests and enquiries, as well as 1st level support for system issues. Escalate issues which cannot be resolved by SD to 2nd and 3rd level support for further support.

Primary Responsibility

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues
• Perform phone, remote and on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Manage and follow up the whole cycle of user’s requests and complaints
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
• Accurately document instances of hardware failure, repair, installation, and removal
• Escalate the incidents & problems to the proper management teams

Requirements

• University degree in the field of computer science or equivalent work experience
• At least 12 months experience in a Service Desk, desktop support or technical support related role
• Fresh graduates will be considered also
• Excellent technical knowledge of network and PC hardware
• Extensive equipment support experience
• Working technical knowledge of current network protocols, operating systems, and standards, including Windows XP/Windows 7 and TCP/IP
• Experience working in a team-oriented, collaborative environment
• Good written and oral communication skills in Cantonese, English and Mandarin
• Self-motivated and directed
• Keep attention to detail
• Analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer-service orientation