Job title: IT Helpdesk Support/ Specialist
Job type: Permanent
Emp type: Full-time
  • Information Technology
Salary type: Annual
Salary: Negotiable
Job published: 2017-06-15
Job ID: 32173
Contact name: Leo Li, Eileen Cheng
Contact email:,

Job Description


  • Responsible in handling internal and external calls from the users regarding IT incidents or service requests
  • Responsible to provide remote support to users on various client devices and gaming / non-gaming systems
  • Responsible to provide client device support for users in Hong Kong
  • Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/service request
  • Handle user access administration on various systems which had been delegated
  • Continuously to build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service
  • Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems
  • Follow-up with users to ensure satisfaction
  • Recommend modifications to existing or new SOPs that will improve the overall operation
  • Prepare reports for IT Service Center managers’ review
  • Fill in the shift log to ensure a smooth hand over process to next shift



  • Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform
  • Proficiency with Windows 7
  • Possess good technical understanding on Active Directory, Exchange, and Office applications is essential
  • Possess strong experience in hardware and software troubleshooting
  • Ability to communicate effectively in English and Cantonese/Mandarin
  • Good listening skills & customer service expertise
  • Ability to work as part of a team to accomplish common goals
  • Log, troubleshoot, and track problems to a successful conclusion
  • Able to work on 24x7 rotating shift, including weekends, public holidays and overnight shift
  • The selection of staff is subject to the decision and discretion by IT Service Centre managers per interview result, review of their experience and qualification and others
  • The vendor has to perform a background and security check to the staff to detect for any fraud in employment history or professional qualification, or criminal conviction and etc, at no violation to applicable privacy ordinance. The result of this check should be informed with the company at no violation to applicable privacy


Interested parties please CLICK Here for the application OR APPLY NOW  to consultant team or contact Ms. Cheng via +852 2153 3392 for further discussion.