Customer-service skills
Information Systems User Support must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.
Information Systems User Support
Descriptions & Duties
- Information Systems User Support provide technical assistance and advice to computer users and staff members in the organisation in relation to the issues or problems of using computer software, hardware, computer equipment, networks, databases and the internet.
Generic Competencies
Physical Abilities
Physical abilities
- Physical strength
- Eye hand coordination / precision / dexterity
Importance:2 (Max:5)
Skill is occasionally required
Technology Skills
Technology skills
- Computer literacy
- Application of technology
Importance:4 (Max:5)
Skill is frequently required
Cognitive Abilities
Cognitive abilities
- Creativity
- Visualisation
- Logical thinking
Importance:3 (Max:5)
Skill is basically required
Comprehension And Expression
Comprehension and expression skills
- Reading comprehension
- Oral / written expression
Importance:3 (Max:5)
Skill is basically required
Social Skills
Social skills
- Communication
- Negotiation
- Persuasion
Importance:4 (Max:5)
Skill is frequently required
Organisation And Execution Skills
Organisation and execution skills
- Planning
- Organising
- Judgement
- Decision making
Importance:3 (Max:5)
Skill is basically required
Problem Solving Skills
Problem solving skills
- Ability to solve simple and complex problems effectively and efficiently
Importance:4 (Max:5)
Skill is frequently required
Management Skills
Management skills
- Leadership
- Management of finance / time / people / other resources
Importance:2 (Max:5)
Skill is occasionally required
Trade Specific Competencies
Listening skills
Information Systems User Support must be able to understand the problem that their customer is describing and ask questions to clarify the situation.
Troubleshooting knowledge and skills
Information Systems User Support must identify both simple and complex computer problems, analyse and solve them.
General Requirements
Academic qualification
- A recognised diploma in Computer Studies or related disciplines
Career Path & Salary
Private Sector
Monthly Salary $15,000-$40,000
Monthly Salary $20,000-$70,000
Monthly Salary $30,000-$90,000
Government Sector
Monthly Salary Training Pay Scale Point 5
Monthly Salary Master Pay Scale Point 6-15
Monthly Salary Master Pay Scale Point 16-20
Monthly Salary Master Pay Scale Point 21-28
Monthly Salary Master Pay Scale Point 29-33
*For more details on Civil Service Pay Scales, please visit website of the Civil Service Bureau.
http://www.csb.gov.hk/english/admin/pay/952.html
Related Education & Training
Degree or above
Higher Diploma
Work Environment
- Information Systems User Support generally work in a typical office environment. They may work in many different industries, including information technology (IT), education, finance, healthcare, and telecommunication. They usually work regular office hours but sometimes need to work overtime for a project.
Tools
- Computer tool kits
- Desktop computers
- Mainframe computers
- Network analysers
- Notebook computers
- Special purpose telephones - Multi-line telephone systems
