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L1 Service Desk Support
Unity PartnersHong Kong, Hong Kong30+ days ago
Job descriptionFluent in English. Excellent communication skills and telephone etiquette. Strong listening and attentiveness skills. Exceptional organizational abilities. Willingness to learn and improve. Customer service orientation or previous training. Team player. Banking experience is advantageous but not mandatory. More experienced candidates in service desk roles will be considered for senior positions.
The Service Desk Analyst role entails providing essential support for resolving basic incidents and handling requests directed to the regional service desk.
Responsibilities :
- Serve as the primary point of contact for internal staff, offering assistance through phone calls, emails, live chat, and self-service tickets concerning IT issues.
- Provide 1st line support by troubleshooting IT-related problems.
- Escalate unresolved issues / requests to the appropriate helpdesk (L2 / L3 support).
- Take ownership of user problems, track their status, and communicate updates promptly.
- Document all actions and information in the ticketing system promptly.
- Uphold a high level of customer service for all support queries.
- Maintain a knowledge database to ensure information accuracy.
- Define and enhance processes and workflows.
- Manage projects, documentation, or tasks assigned by the manager.
- Manage end user online request forms.
Requirements :