Helpdesk Support
China Comservice (Hong Kong) Limited
- Sham Shui Po District, Hong Kong
- Permanent
- Full-time
Posting Date: 2025-09-04China Comservice (Hong Kong) LimitedHelpdesk SupportJob ResponsibilitiesPerform daily helpdesk support to end users on the usage of MS Exchange, Outlook, Instant Messenger and some other customized subsystems and mobile devices.Act as Tier 1 supports for user inquiries, technical troubleshooting via phone calls, mobile messages and emails.Handle helpdesk cases according to standard procedures, collaborate with relevant support teams or parties to provide turnaround solutions through troubleshooting, report on problems and incidents.Log and manage tickets in Jira with detailed and accurate information provided by the end users and relevant stakeholders.Receive, triage and respond to and resolve user inquiries and technical issues in a timely and efficient manner.Identify and quickly provide resolutions or workaround to recurring problems or issues based on experience and knowledgebase information.Escalate unresolved issues to the appropriate support teams or supervisors when required.Work on staggered hours (during normal and non-office hours when deems necessary) to provide customer service support at satisfactory level.Communicate effectively with users to understand and troubleshoot issues.Maintain good relationship with all relevant parties including end users and support teams.Generate task lists or reports to better manage daily tasks at regular intervals.Prepare reports requested by management.Achieve KPI and comply with requirements in SLA at satisfactory level.To perform regular health checking for email.Job RequirementsHigh diploma in IT or related discipline. Equivalent work experience may be substituted in lieu of a degree.At least 1 years' working experience in IT field and relevant Call Centre work experience is highly preferred.Good experience with hands on user support, familiar with general desktop software e.g. MS Windows, Office, WhatsApp, etc.Familiar with Microsoft Exchange, Outlook and tickets logging software such as Jira, Confluence, etc.Knowledge on IT Infrastructure such as firewall, DMZ, DNS, MS Active Directory, MS Exchange, mobile phone platform (e.g. iOS, iPadOS, EMUI, HarmonyOS) is an advantage.Self-motivation and team player with good attention to details.Well organized and able to work independently under pressure and tight deadlines.Positive, "can-do" attitude, self-starter with strong organizational skills.Strong analytical and problem-solving skills.Strong interpersonal and communication skills.Work efficiently under pressure during special circumstances like service disruption incidents.Flexible and willing to work in shifts when deems necessary.Willing to take up ad hoc responsibilities in emergency or special circumstances.Good command of spoken and written English & Chinese. Fluent in Putonghua is an advantage.
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