Helpdesk Engineer

Leadingnation; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Leadingnation is seeking a Helpdesk Support Engineer for a client in Hong Kong. You will provide 1st level end-user support for in-house applications, hardware, and OS issues, logging calls and following SLA guidelines.

You will escalate to 2nd/3rd level, communicate clearly with users and team leads, and maintain documentation for incident and change management. A Higher Diploma in IT and 1–2 years hands-on experience are expected, with strong English communication and customer service mindset.

Qualifications

• Higher Diploma in Information Technology or equivalent.
• 1–2 years in a related field (Customer service / Call Centre / Hospitality).
• 1 year hands-on experience with Office tools and first-level helpdesk support.
• Good knowledge of IT trends and gadgets.
• Excellent communication skills in English, both spoken and written.
• Customer- and service-oriented attitude with a positive approach.

Responsibilities

• Provide 1st level end-user support for in-house applications and hardware/OS issues.
• Log Service Desk calls and document all user requests and resolutions.
• Escalate to 2nd/3rd level support per SLA and coordinate with vendors as needed.
• Troubleshoot PC hardware, notebooks, printers, and common in-house apps.
• Maintain call resolution progress and inform team leads on major incidents.
• Respond to incoming calls/emails regarding workstation and peripheral requests.
• Maintain operational documents for problem and change management.

Skills

Customer service

English communication

Telephony

Team collaboration

Education

Higher Diploma in Information Technology

Tools

Microsoft Office

Job description

Summary:

Our client, a top tier investment bank is looking for a Helpdesk Support Engineers to join their team. This is a great opportunity for a talented, young professional to join a strong, tightly knit group in a technical and hands-on role.

Job Description:

• Provide support and resolution on 1stlevel end-user telephone/web/fax enquires & issues on in-house applications and standard PC and notebook problem related to Hardware & /Operating System.
• Logging of Service Desk Calls and documentation of all user requests and problem resolutions.
• Escalate problems to 2nd and 3rdlevel support with agreed SLA is necessary.
• Trouble shooting PC Hardware, Notebook, PDA, Printer/Print Server, MS Win 2K-Vista, Internet Browser, Standard Microsoft, Lotus Notes Client and other in-house application problems.
• Take responsibility for call resolution, track and see-through to issue resolution
• Maintain close communication with team lead and senior management re: major incidents and reporting.
• Be able to receive and respond to incoming calls, and/or e-mails regarding workstation and peripheral performance and use requests
• Escalate unresolved cases to relevant second level support team and external service providers
• Keep track the case status and make escalation to vendor/related parties whenever applicable
• Maintain operational documents and perform appropriate procedures for problem and change management

Job Requirement:

• Higher Diploma in Information Technology or equivalent
• Have worked in related field for min 1 to 2 years (Customer service / Call Centre / Hospitality)
• Have 1 yr hands-on practical working experience in usage of Office tools and helpdesk for the first level support.
• Good knowledge of IT trends and gadgets.
• Have excellent Communication (especially telephony), inter-personal & written skills in English.
• Be customer and service oriented, positive working attitude. This is an opportunity to put your career on the fast track in a dynamic and professional environment. Salary will be commensurate with qualifications and experience, experienced candidates will be considered as a senior position (Senior Helpdesk Support / Helpdesk Specialist)