Clerk II in the Information Technology Services (Ref.: 532991)
Information Technology Services (ITS) provides central IT services to support the University’s teaching, learning, research and administrative activities. ITS is transforming its organization to support its new strategic development and strategic adoption of new technologies. Information about ITS can be obtained at https://its.hku.hk.
The Role
- Act as the first point of contact between users and technical teams to facilitate effective resolution of IT issues via phone and email
- Assist users with basic troubleshooting of software, hardware, network connectivity, and account access issues
- Document and track helpdesk requests in the ticketing system
- Escalate complex technical problems to specialized technical teams as needed and monitor progress to ensure timely resolution
- Provide administrative support in updating user guides and FAQs to reduce recurring issues
- Assist the supervisor in analyzing user enquiries using Excel and PowerBI to facilitate insights and reporting
Qualifications and Qualities
- A Higher Diploma in any discipline, preferably with a background or interest in Information Technology and Computer Science
- Minimum 3 years of post-qualification work experience in customer service and a proven track record of handling inquiries over the phone and email, with preference given to those with relevant experience in customer service / IT support
- Strong verbal and written communication skills
- Basic knowledge of computer systems, networks, and common software applications
- Ability to work independently and collaboratively with other teams within the department
- Patience and professionalism when dealing with users
- Friendly, positive, self-motivated, capable of multitasking, people- and service-oriented, as well as willing to learn
What We Offer
The appointment will be made on fixed-term full-time contract for 2 years and commence as soon as possible with the possibility of renewal subject to satisfactory performance. A highly competitive salary commensurate with qualifications and experience will be offered, together with contract-end gratuity and University contribution to a retirement benefits scheme at 10% of basic salary. Other benefits include annual leave and medical benefits.
How to Apply
The University only accepts online application for the above post. Applicants should apply online at the University’s careers site (https://jobs.hku.hk) and upload an up-to-date CV. Review of applications will start as soon as possible and continue until September 5, 2025, or until the post is filled, whichever is earlier.
The University is an equal opportunities employer and
is committed to equality, ethics, inclusivity, diversity and transparency