Technical Officer

Your Role

• Responding to Agency IT Service Desk hotline calls, instant messages and emails
• Responding to the Users’ IT enquiries and providing solutions
• Opening problems and requesting tickets
• Monitoring and tracking service requests, including problems reported by the Users
• Investigation and diagnosis: provide troubleshooting and answer to questions on the IT Applications escalate and assign issue to the Purchaser’s relevant support group, with sufficient documentation (e.g. issue, context, environment, troubleshooting completed, probable cause, etc.) included in the ticketing system and escalation process if the issue is unable to be resolved escalate problem to service desk supervisor of the Vendor keep the Purchaser informed on request status and priority follow-up on problem status until resolved
• Ticket closure: confirm successful resolution/fulfilment with the Purchaser using a predetermined channel send user satisfaction surveys to collect feedback update ticket within the Service Levels and follow the ticket closure process

To Succeed in this Role

• Have a minimum of 2 years of experience in technical helpdesk support
• Possess relevant mobile / computer hardware and software troubleshooting / diagnostic skills.
• Be proficient in popular software on both Microsoft Windows and Apple platforms.
• Have basic technical writing and documentation skills.
• Have native proficiency in Cantonese, and business proficiency in both English and Mandarin.