PCCW

Technical Officer

PCCW  •  Hong Kong, HK (Onsite)  •  1 hour ago
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Job Description

Your Role

  • Responding to Agency IT Service Desk hotline calls, instant messages and emails
  • Responding to the Users’ IT enquiries and providing solutions
  • Opening problems and requesting tickets
  • Monitoring and tracking service requests, including problems reported by the Users
  • Investigation and diagnosis: provide troubleshooting and answer to questions on the IT Applications escalate and assign issue to the Purchaser’s relevant support group, with sufficient documentation (e.g. issue, context, environment, troubleshooting completed, probable cause, etc.) included in the ticketing system and escalation process if the issue is unable to be resolved escalate problem to service desk supervisor of the Vendor keep the Purchaser informed on request status and priority follow-up on problem status until resolved
  • Ticket closure: confirm successful resolution/fulfilment with the Purchaser using a predetermined channel send user satisfaction surveys to collect feedback update ticket within the Service Levels and follow the ticket closure process

To Succeed in this Role

  • Have a minimum of 2 years of experience in technical helpdesk support
  • Possess relevant mobile / computer hardware and software troubleshooting / diagnostic skills.
  • Be proficient in popular software on both Microsoft Windows and Apple platforms.
  • Have basic technical writing and documentation skills.
  • Have native proficiency in Cantonese, and business proficiency in both English and Mandarin.
PCCW

About PCCW

PCCW Limited is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited*, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated solutions employing emerging technologies to assist enterprises in transforming their businesses. HKT has also built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, fintech and healthtech services to deepen its relationship with customers.

PCCW owns a fully integrated multimedia and entertainment group in Hong Kong engaged in the provision of OTT video service locally and in other places in the region. Through HK Television Entertainment Company Limited, PCCW also operates a domestic free TV service in Hong Kong.

In addition, PCCW holds a stake in Pacific Century Premium Developments Limited and other overseas investments.

PCCW is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.

*HKT Limited is a company incorporated in the Cayman Islands with limited liability.

Listing and trading

PCCW shares are listed on The Stock Exchange of Hong Kong Limited (SEHK: 0008) and traded in the form of American Depositary Receipts on the OTC Markets Group Inc. in the US (Ticker: PCCWY).

Industry
IT & Software
Company Size
1,001-5,000 employees
Headquarters
Hong Kong, HK
Year Founded
Unknown
Website
pccw.com
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