Helpdesk Service Officer (at the rank of Clerk II) for User Service Team

Information Technology Services provides central IT services to support the University's teaching, learning, research and administrative activities. ITS is transforming its organization to support its new strategic development and strategic adoption of new technologies. Information about ITS can be obtained at .

The Role

• Support the ITS Service Desk to provide first-line support in answering users enquiries on the central IT services
• Respond to inquiries and requests through various channels, including phone, email, and live chat
• Log and track user requests and issues using a ticketing system to ensure timely resolution
• Prepare user guidelines and documentation
• Ensure smooth operation of the IT facilities in the servicing areas and
• Contribute to the improvement of service desk processes and procedures.

Qualifications and Qualities

• 5 passes in HKCEE including Chinese (Level 2 from 2007) and English (min. Grade C if Syllabus A/Level 2 from 2007), or min. Level 2 or equivalent in 5 subjects in HKDSEE including English Language and Chinese Language
• Minimum 3 years of customer service experience, with a proven track record of handling inquiries over the phone and email.
• Prior experience providing IT support in a helpdesk or service desk environment is preferred.
• Good command of written and spoken English and Chinese (included Putonghua)
• Good communication, analytical and problem-solving skills
• Basic knowledge with common desktop applications and email clients
• Friendly, positive, self-motivated, people- and service-oriented, and willing to learn.

What We Offer

The appointment will be made on fixed-term full-time contract for 2 years and commence as soon as possible with the possibility of renewal subject to satisfactory performance. A highly competitive salary commensurate with qualifications and experience will be offered, together with contract-end gratuity and University contribution to a retirement benefits scheme at 10% of basic salary. Other benefits include annual leave and medical benefits.

How to Apply

The University only accepts online application for the above post. Applicants should apply online at the University's careers site () and upload an up-to-date CV. Review of applications will start as soon as possible and continue until October 31, 2024, or until the post is filled, whichever is earlier.

The University is an equal opportunities employer and
is committed to equality, ethics, inclusivity, diversity and transparency