Documentation of processes and creation of knowledge base articles to support financial processes and accounting-related service requests to improve efficiency
Exploring and adopting of emerging tools, including pilot testing and deployment
Monitoring and evaluating on the effectiveness of implementation of new technologies/tools
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Reporting & Analytics: Generate helpdesk query analysis reports to identify system trends, categorizing frequent issues and proposing proactive structural improvements to minimize recurring incidents.
Information Dissemination: Coordinate the broadcast of critical system announcements, including planned downtimes, user communications, software-provisioning guides, and new enhancement features.
Audit & Compliance Support: Assist the authority with ad-hoc information extraction requests, tracking specific user incident histories to support internal and external audit requirements.
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CL Technical Services Limited was established in 1994 and started providing IT contract staff services to our clients since 1998. As a trusted recruitment agency in Hong Kong, we specialize in the provision of one-stop recruitment & secondment services to some major corporations and we are an authorized supplier of T-contract service since 2005. Building on our years of experiences in recruiting IT talents, we provide candidates to different governmental departments and bureaus across different job categories. Approach us to find a right job!
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Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
Attend Daily Operations Review Meeting
Able to do initial diagnostic, categorisation, set priority, dispatch job
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.
Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.
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