IT Service Coordinator

Classy Wheeler Limited; Hong Kong; On-site; HKD 167,400 - 279,000; Full time

Job summary

A leading network service solutions provider in Hong Kong is seeking a Service Desk Analyst to enhance communication between clients, vendors, and engineers. The ideal candidate has strong telephone etiquette, is service-oriented, and has a diploma or above in any field. They must possess effective communication skills in Cantonese, English, and Putonghua, and have 1-2 years experience in relevant roles. This role focuses on first-line support, managing service requests, and producing reports to ensure high-quality service delivery.

Qualifications

• Minimum 1-2 years relevant experience in Helpdesk, First Line Support, or Customer Service.
• Must be technically savvy and able to resolve simple technical issues.
• Good command of written English.

Responsibilities

• Serve as the main communication channel for the Service Team.
• Liaise with engineers, clients, and vendors for support resolution.
• Log support calls into the ticketing system and manage tickets.
• Produce high-quality reports to clients and management.

Skills

Good telephone manner

Service oriented

Effective communication in Cantonese

Effective communication in English

Effective communication in Putonghua

Attention to detail

Ability to manage workload

Quick learner

Education

Diploma or above in any discipline

Job description

Leading network service solutions provider

Job Description

Responsibilities

• Key front line role, being the main communication channel for the Service Team
• Main contact point for our clients, vendors and engineers.
• Receive and answer incoming calls and emails from clients, vendors and suppliers
• Log all support calls into the ticketing system and then proceed to manage and update the ticket to resolution
• Liaise effectively with engineers, clients and third party vendors to ensure timely resolution of support requests
• Provide the first line of support to clients, simple technical issues should be resolved over the phone or via email, filter and escalations when needed
• Work according to our company Service Level Agreements to provide clients the high quality service they are expecting
• To produce reports to clients, management and vendors of a high quality and to deadline
• Data entry/ administration of service contracts, agreements and scheduling and calendars
• Update manufacturer warranty information and renewals

Job Requirements

• Good telephone manner - polite and courteous, maintaining good working relationships with clients, vendors and team members.
• Service orientated with that attention to detail, able to follow instruction and seek out information to assist with the resolution of inquiries and support requests.
• Ideal applicants will have come from a service role or IT background and be technically savvy, a quick learner and able to think on their feet, with a thirst for learning and gaining knowledge and skills. You must be able to work to a high standard and be a key member of the team, managing own workload, liaising with relevant departments, vendors and clients effectively.
• Languages: Effective communicator proficiency in Cantonese, English and Putonghua.
• Writing: Good command of written English.
• Academic: Diploma or above in any discipline.
• Experience: Minimum 1-2 Years relevant experience in the capacity of Helpdesk, First Line Support, Customer Service, Service Desk Analyst, in IT or Telecommunications industry.