Must have skills: Good communication skills - Cantonese/ English (Voice & Email) Knowledge/exposure on ticketing tools (e.g. Service Now) Basic Knowledge on ticket priorities and targets like SLA/OLA Knowledge in Business service / Assignment groups and Ticket Routing Basic understanding of Computers - Operating system (Windows 10 / Windows 11), Password reset/account unlock and Troubleshooting skills required.(E.g:- RSA/VPN, Blue/blank screen, Bit locker issue, etc. ) Knowledge in Microsoft products (O365), Remote troubleshooting and software installations. Knowledge in Avaya softphone (Voice call). Ability to work effectively in office environment Technical skills: Mandatory: Good Knowledge in Windows OS / MS product and software Installation Advantage: Troubleshooting skills on desktop and applications (MS office, Adobe etc) Knowledge on active directory, domain controllers, databases etc Exposure to password reset tools Troubleshooting skills on VPN connectivity, dial up, wireless routers Knowledge on active directory, domain controllers etc Exposure to password reset tools Troubleshooting experience using remote control tools Trouble shooting skills and experience in handling Exchange (Outlook) Troubleshooting skills on desktop and applications (AS400, Adobe etc) Troubleshooting skills on VPN connectivity, dial up, wireless routers Troubleshooting experience using remote control tools Trouble shooting skills and experience in handling Exchange (Outlook) Basic Knowledge in Mainframes Desired skills: Knowledge on operations/service delivery and ability to manage situations with minimum supervision. Business application knowledge(L1) for increased FCR. Good Analytical & Coordination skills are essential. Basic Customer service skills. Basic understanding of Computers and Troubleshooting skills required. Customer service orientation and ability to work in a team. Excellent Soft skill to handle global customers. Ability to perform in adverse situation. Show more Show less