Department:
PO

Job nature:
(T26) Manage a team to deliver the general helpdesk support services for PC workstations and IT systems for over 140 Post Office and back office of Hongkong Post (HKP); and operate the helpdesk hotline and Data Centre monitoring services.

Responsibilities:
(T26) The job duties requirements of the service are as follows:- a) To perform scheduling, monitoring and coordination of helpdesk hotline services, remote support services and on-site IT related support activities for daily operation of Helpdesk Team; b) To maintain the Helpdesk Case Management System, and prepare the monthly Helpdesk report and support statistics
c) To provide helpdesk support for IT systems with hotline services, including the handling of query/incident reported from the users which related to the technical issues encountered in IT systems
d) To perform on-site technical support on hardware/software installation; relocation work of systems (PC, monitors, printers, barcode readers and etc), OS image cloning, software or application programs installation; e) To provide remote support on software configuration and customization to PC workstation, such as Lotus Notes / Outlook client installation and administration, EDR software setup, office suites support and Windows platforms (Windows 10 and
11) support; f) To assist in project rollout such as contractor co-ordination, accessories installation, PC data migration, data erasure activities, on-site standby support and etc; g) To perform daily health-check on the IT systems, and Data Centre monitoring and tidy up; h) To assist IT team to handle administration works such as documentation, equipment procurement, cabling, system heath checking, hardware/software maintenance and inventory updating, bill payment and filing.

Requirements:
The support staff is required to: a) Experience in front-line PC technical support, esp. experience in PC client rollout with Windows environment in user site; b) Experience in team management
c) Experience in customer support in technical aspect
d) Good written and verbal communication skills in Chinese and English; e) Work in various location of HKP is required; f) Overtime work, irregular hours work and work on Sat are required when necessary; and g) Criminal record check is required.

Technical skills:
Confidential Mail System (36)
Lotus Notes Mail Admin. & Technical Support (36)
PC LAN Support (36)
Windows 7/8/10 (36)