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