IT Help Desk Officer
We are seeking a customer-focused and proactive IT Help Desk Officer to provide first-line support for production systems and customer-facing services. The successful candidate will act as the primary coordination point between business users, external partners, and Tier 2 technical teams, ensuring timely issue resolution and effective communication throughout the support process.
Key Responsibilities
Receive, manage, and respond to enquiries, service requests, incident reports, and complaints from business users and external partners through designated support channels.
Log, classify, and track support cases in the ticketing system to ensure proper follow-up and resolution.
Perform first-level troubleshooting and assessment of system, application, service, and user-reported issues.
Monitor system alerts, application alarms, and operational notifications, performing initial validation and escalation where required.
Conduct preliminary investigations to identify potential causes, assess business impact, and gather relevant information for further analysis.
Escalate complex technical issues and system-level incidents to Tier 2 support teams in accordance with established escalation procedures.
Coordinate and follow up with technical teams, vendors, and stakeholders to ensure timely incident resolution and service restoration.
Provide regular updates to business users and external partners regarding case progress, expected resolution timelines, and outcomes.
Ensure all incidents, service requests, and support activities are properly documented and maintained in accordance with operational procedures.
Support service monitoring, incident management, and operational reporting activities.
Contribute to continuous improvement by identifying recurring issues and recommending process enhancements.
Work on a shift basis as required by operational needs.
Requirements
Diploma or above in Information Technology, Computer Science, Information Systems, or a related discipline.
1-3 years of experience in IT Help Desk, Service Desk, Technical Support, Customer Support, or a related role.
Basic understanding of Windows operating systems, business applications, and IT support processes.
Familiarity with ticketing systems, incident management, and service request management.
Strong problem-solving and analytical skills.
Excellent communication and customer service skills.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Strong sense of responsibility and attention to detail.
Good command of written and spoken English and Chinese.