IT Helpdesk System Administrator - Fast-Paced Support

Bank of China (Hong Kong) Limited; Hong Kong; On-site; HKD 223,000 - 335,000; Full time

Job summary

Bank of China (Hong Kong) Limited is seeking an IT Helpdesk professional to manage tickets, respond to user inquiries, and resolve issues promptly. The role requires good communication in English and Chinese, with Mandarin being a plus, and a strong customer service mindset.

Responsibilities include logging and documenting cases, handling calls and emails, and ensuring adherence to SLAs and company guidelines. A IT-related degree and ITIL exposure are preferred for applicants.

Qualifications

• Degree in Information Technology or related disciplines.
• ITIL Foundation certification is an advantage.
• Strong customer-oriented mindset with excellent communication and interpersonal skills.
• Independent, diligent, and responsible, with a positive attitude under pressure.
• Familiar with MS Office applications.
• Fluent in English and Chinese; Mandarin a plus.

Responsibilities

• Manage IT Helpdesk tickets in a timely manner.
• Respond to user calls via phone, email and ticket system.
• Resolve user queries and feedback quickly and effectively.
• Document cases in the Ticket Logging System.
• Adhere to company policies, guidelines and service level standards.

Skills

Customer service

Communication

Interpersonal skills

Under pressure resilience

Education

Bachelor's degree in Information Technology or related field

Tools

MS Office

Job description

Bank of China (Hong Kong) Limited is seeking an IT Helpdesk professional to manage tickets, respond to user inquiries, and resolve issues promptly. The role requires good communication in English and Chinese, with Mandarin being a plus, and a strong customer service mindset.

Responsibilities include logging and documenting cases, handling calls and emails, and ensuring adherence to SLAs and company guidelines. A IT-related degree and ITIL exposure are preferred for applicants.