Responding to Agency IT Service Desk hotline calls, instant messages and emails
Responding to the Users’ IT enquiries and providing solutions
Opening problems and requesting tickets
Monitoring and tracking service requests, including problems reported by the Users
Classification of problems and provision of initial support: prioritize issues based on scope, impact and urgency on business utilise the Purchaser’s communications plan
keep the Service Desk Specialists providing Onsite Services advised of problem trends and systems which appear to be unavailable help to identify problems by logging all problems and assign to both the Purchaser’s internal subject matter experts and relevant external vendors of the Purchaser
Investigation and diagnosis: provide troubleshooting and answer to questions on the IT Applications escalate and assign issue to the Purchaser’s relevant support gr...
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