About Company
PCCW Limited is a global company headquartered in Hong Kong, with a diverse portfolio of businesses including telecommunications, media, IT solutions, property development and investment, and other businesses. As Hong Kong’s leading quadruple-play service provider and a major operator in the region, PCCW is committed to delivering innovative and reliable services that enrich people’s lives and drive business success. We pride ourselves on fostering a dynamic and inclusive work environment where talent is nurtured, and contributions are valued. Joining PCCW means becoming part of an organization that is at the forefront of technological advancement and dedicated to excellence.
Job Description
PCCW, a leading global company headquartered in Hong Kong, is actively seeking a dedicated and enthusiastic Part-Time Helpdesk Administrator to join our dynamic IT support team. In this pivotal role, you will be the first point of contact for our internal users, providing essential technical assistance and ensuring the smooth operation of our IT infrastructure. This is an excellent opportunity for individuals looking to leverage their technical skills in a flexible, part-time capacity while contributing to a technology-driven environment.
As a Part-Time Helpdesk Administrator, you will be instrumental in maintaining high levels of user satisfaction and operational efficiency. Your primary focus will be on delivering prompt and effective first-level technical support for a wide range of hardware, software, and network-related issues. This includes diagnosing and resolving common IT problems, guiding users through troubleshooting steps, and escalating complex issues to senior IT personnel when necessary. You will interact daily with various departments, requiring strong communication skills and a customer-centric approach. Your contribution will directly impact the productivity of our teams across various business units.
The ideal candidate will possess a solid understanding of common operating systems (Windows, macOS), office applications (Microsoft 365), and basic networking concepts. You will be responsible for managing IT service requests through our ticketing system, ensuring that all inquiries are logged, prioritized, and addressed within established service level agreements (SLAs). This role also involves performing routine maintenance tasks, assisting with IT asset inventory, and preparing new user workstations, including hardware setup and software installation. You will also play a role in user account management, password resets, and ensuring basic security protocols are followed by end-users. We are looking for someone who is proactive, detail-oriented, and eager to learn in a fast-paced corporate setting, demonstrating a strong aptitude for problem-solving and a commitment to continuous improvement. This part-time position offers flexibility, typically requiring 20-25 hours per week across various shifts, allowing for a work-life balance while gaining valuable experience with a renowned technology leader. Join PCCW and become a vital part of a team committed to technological excellence and innovation, supporting a diverse user base in our Hong Kong operations.
Key Responsibilities
- Provide first-level technical support for hardware, software, and network-related issues to internal users.
- Diagnose and resolve common IT problems efficiently and effectively.
- Guide users through troubleshooting steps for various applications and systems.
- Escalate complex or unresolved issues to appropriate senior IT staff.
- Manage IT service requests and incidents using our ticketing system, ensuring timely resolution.
- Perform routine IT maintenance tasks, including system updates and checks.
- Assist with IT asset inventory management and tracking.
- Set up and configure new user workstations, including hardware and software installation.
- Handle user account management tasks such as password resets and access provisioning.
- Educate users on basic IT security practices and company policies.
- Contribute to the creation and maintenance of IT knowledge base articles and documentation.
Required Skills
- Strong knowledge of Windows and macOS operating systems.
- Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams).
- Basic understanding of network concepts (TCP/IP, Wi-Fi, VPN).
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills in English.
- Customer service-oriented mindset with a patient and empathetic approach.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Associate's Degree or Diploma in Information Technology, Computer Science, or a related field.
- Previous experience (1+ years) in a helpdesk or technical support role.
- Familiarity with IT service management (ITSM) tools and ticketing systems.
- Proficiency in Cantonese and/or Mandarin is a significant advantage.
- Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
Perks & Benefits
- Competitive hourly wage
- Opportunities for professional development and training
- Exposure to cutting-edge technology and enterprise-level IT infrastructure
- Flexible part-time working hours
- Friendly and collaborative work environment
- PCCW staff benefits and discounts (pro-rata for part-time roles)
How to Apply
Interested candidates are invited to apply directly through our official careers portal. Please click on the application link below to submit your resume and cover letter, outlining your relevant experience and availability for part-time work. We look forward to reviewing your application.