Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
- Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
- Perform initial diagnosis and attempt to resolve issues related to:
- Password resets and account access
- Email and collaboration tools
- Operating system and basic hardware troubleshooting
- Network connectivity (Wi-Fi, VPN)
- Standard applications (e.g., Microsoft Office, browsers)
- Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
- Monitor open tickets and ensure timely follow-up and closure.
- Maintain detailed and accurate documentation of user interactions and solutions provided.
- Provide status updates and communication to users on ticket progress.
- Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
- Participate in shift rotations (if applicable), including weekends and holidays as required.
Required Skills & Qualifications:
- Diploma or Degree in Computer Science, Information Technology, or related field.
- 0–2 years of experience in an IT support/service desk role.
- Basic understanding of IT systems and troubleshooting techniques.
- Familiarity with ITIL practices is an advantage.
- Proficient in English, Mandarin, Cantonese (spoken is must); other languages are a plus.
- Good interpersonal and communication skills.
- Strong problem-solving and analytical abilities.
- Customer-oriented with a service mindset.
- Ability to work in a fast-paced, team-oriented environment.
Desirable Certifications:
ITIL Foundation
CompTIA A+
Microsoft Certified: Modern Desktop Administrator Associate (or similar)
