Job Description:

• 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