Project Nature
To provide telephone support services, namely IT Help Line, to handle the IT technical and other related enquiries of external users in relation to Judiciary's systems.
Duties
The candidate will be part of a team and will mainly be responsible for first line IT technical support to facilitate system access, answering queries on the IT technical requirements and IT functions usage, referring unresolved queries and problems to the IT technical support team for follow-up actions, diverting/referring the calls related to business matters to the general help line, ensuring that the calls are followed up properly with fault diagnosis and resolutions and keeping track of the progress, and returning calls to the callers, as appropriate, to update the progress or provide resolution.
(a) providing first line IT technical support to facilitate system access;
(b) answering queries on the IT technical requirements and IT functions usage;
(c) referring the unresolved queries and problems to the IT technical support team for follow-up actions;
(d) diverting/referring the calls related to business matters to the general help line;
(e) ensuring that the calls are followed up properly with fault diagnosis and resolutions and keeping track of the progress;
(f) returning calls to the callers, as appropriate, to update the progress or provide resolution.
The candidate will also perform other IT technical support duties such as:
(g) managing a knowledge base of frequently asked questions (\"FAQs\") with reference to the enquiries and providing updates on the FAQs;
(h) conducting regression/ compatibility tests upon updates of programs, operating systems and/or browsers;
(i) preparing training materials and providing basic training on the use of IT systems;
(j) assisting the team lead in charge in monitoring the overall operation of the IT Help Line; and
(k) carrying out other related duties as required, including documenting call details and providing summary for statistical purpose.
Requirements
Other than the requirements specified in the 'Technical' and 'non-Technical' Requirement Sections below, the candidate should possess experience in supporting enterprise grade systems with good communication skills. The candidates are required to work on staggered hours as assigned by their supervisor according to the operating hours of the IT Helpline as follows:
8:00 a.m. - 7:00 p.m. on Monday to Friday (except public holidays).
Technical Skills
At least 5 years' experience in Office Automation (OAN);
At least 5 years' experience in Windows 7/8/10 (W10);
2 years' experience in Chinese Processing (CHI) is an advantage.
Non-Technical Skills
At least 2 years' experience in helpdesk call handling (HDT);
Good spoken English is a must;
Good Putonghua is a must;
2 years' experience in customer service (CLS) is an advantage.
At least Level 2 or above in 5 subjects including Chinese and English Language in HKDSEE or Grade E or above in 5 subjects, including Chinese and English Language (Syl B) in HKCEE or equivalent;
At least 5 years' relevant experience in a similar post and in a comparable capacity.
Deadline: 13 Feb 2026
Contract period: 16 Mar 2026 to 30 Sep 2026 (6 months)
Location: Base Sai Wan Ho, Work in Guangdong Province N/A
Payroll under Info Tech
Employer: Business Government T26 Contract
Application email: itcareer@infotech.com.hk
Direct Line: 2836 0363
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