Job Purpose: The Helpdesk Specialist is responsible for contact ownership, provide first tier support and service request management through Helpdesk hotline, email or Helpdesk counter. He/she is the front-line contact person for all customers (internal user) on all issues related to computer systems and services

Key Responsibilities

• Serve as the representative of the Information Technology Division to drive customer (internal user) satisfaction efforts.
• Handle user service requests over telephone, email, live chat, direct interaction or any other available forms of communication.
• Provide first tier support to our customers.
• Maintain service request log and track all service requests till completion.
• Perform research, evaluation and resolution of user issues whenever possible.
• Escalate service requests that are beyond the scope of the Helpdesk Specialist to the Helpdesk Supervisor or related support team.
• Interact with department and company employees in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way and cross culture communications

Competencies and Requirements
Experience: 1 to 2 years technical supporting, helpdesk and/or customer experience preferred
Knowledge/Certificates: N/A
Education: Diploma or Degree in Information Technology field
Language Abilities: Fluent in written and spoken English and Chinese
Computer Skills:

• Experience with PC, Microsoft operating system, standard office applications.
• Familiarity with helpdesk/gaming/hospitality systems management an advantage