• Technical Support:
o Provide first-line support to end-users via phone, email, and chat to address PC, desktop, mobile, printer, hardware, software, and network issues.
o Diagnose and resolve technical problems, escalating complex issues to senior support staff as needed.
o Document and track all incidents and service requests in the ticketing system, ensuring detailed and accurate records.

• Language Support:
o Offer support in English, Cantonese and Mandaring language, catering to users from various linguistic backgrounds.
o Translate technical information and instructions for English speaking users as required.

• Customer Service:
o Deliver high-quality customer service, demonstrating patience, empathy, and professionalism.
o Assist users in understanding and effectively using IT systems and applications.
o Follow up with users to ensure issues are resolved to their satisfaction and provide additional support if necessary.

• Knowledge Management:
o Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.
o Contribute to the development of training materials and user guides.

• Continuous Improvement:
o Participate in regular training and professional development to stay current with emerging technologies and best practices.
o Suggest improvements to processes and procedures to enhance the efficiency and effectiveness of the service desk

• Key Performance Measures
o Resolution of incidents, requests and problems in line with:
 End user satisfaction with services
 Contribute to team goals, objective and team meeting
 Creation/ update of the documentation within managed area

Note:

Scope of work will be revised depending on the management needs or request.
Others related duties as and when assigned by the superior from time to time

1份It Desktop Support 工作机会 - 最新工作招聘 - October 2026

管理提醒

Analyst, Regional Service Desk