源讯中国

Helpdesk L1

 Check in/out at the designated times with the Help Desk Manager
 Follow the standard telephone call script
 Accurately log customer incidents into the Incident Tracking System either from a customer phone call or from a customer email
 Provide 1st line telephone support on supported products by following generic fault finding techniques to isolate an incident and resolve by phone as much as possible
 Continually review calls within HD Call Centre inbox and work on the incidents to resolution
 Call referral to the appropriate venue support team or to appropriate expert when not able to resolve
 Provide comprehensive and detailed information to the customers on all calls resolved or referred to other support groups
 Strictly adhere to the Incident Management Process and Help Desk policies and procedures
 Inform Help Desk Manager of any potential degradation of service, or incidents requiring escalation. Follow up with regular status reports
 Maintain regular communication with groups who have had incidents referred to them
 Undertake all tasks allocated by the Help Desk Manager

Skills:
 Fluent in English and Chinese languages
 Good telephone etiquette
 High-level telephone troubleshooting skills
 Excellent oral communications
 Excellent customer service skills
 Ability to work well under pressure
 Ability to work in a team environment
 Understanding of PC (client and server) hardware, peripheral devices and basic network
 Understanding of Microsoft operating system and Microsoft Office products