A CL 11 Cantonese bilingual support contributes to ensuring that services are delivered to meet customer business needs and expectations? He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests/issues in timely fashion? He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems? He/she applies quality processes in performing the tasks
Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
Performing initial level of diagnosis of incidents and resolving them when appropriate
Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
Ensuring proper documentation on incidents and / or requests handled
Following up on incidents to ensure resolution and customer satisfaction
Monitoring issues until they are resolved / closed
Demonstrating good understanding of the customers business needs and applying them to the management of system events incidents
Working with other teams eg technical team, service desk to ensure coordinated management of incidents and / or requests
Maintains an understanding of customer Service Level Agreements
Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings
Develops and maintains knowledge about the tools, standards and processes used by the project team and the client
Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
Yielding productivity at the same level as client Service Level Agreement
Should have at least 2-year relevant experience in Service Desk or related field.
Fluency in Cantonese and English language
Ability to work as a team member
Ability to work creatively and analytically in a problem-solving environment
Customer service experience
Good oral and written communication skills
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