Information and communications technology operations and user support technicians

How to become an information and communications technology user support technician

Official title: Information and communications technology user support technicians

Also called: Communications assistant (ICT), Computer database assistant, Computer help desk operator, Computer programming assistant, Computer systems analysis assistant

Information and communications technology user support technicians provide technical assistance to users, either directly or by telephone, email or other electronic means, including diagnosing and resolving issues and problems with software, hardware, computer peripheral equipment, networks, databases and the Internet, and providing guidance and support in the deployment, installation and maintenance of systems.

Main tasks

Answering user inquiries regarding software or hardware operation to resolve problems
Entering commands and observing system functioning to verify correct operations and detect errors
Installing and performing minor repairs to hardware, software or peripheral equipment, following design or installation specifications
Overseeing the daily performance of communications and computer systems
Setting up equipment for employee use and performing or ensuring proper installation of cables, operating systems or appropriate software
Maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities
Emulating or reproducing technical problems encountered by users
Consulting user guides, technical manuals and other documents to research and implement solutions
Assisting applications programmers, systems developers and other ICT professionals to develop and test ICT products and services

Ways in

Qualifications Framework: Vocational Qualifications Pathway: Information & Communications Technology. The Qualifications Framework publishes a Vocational Qualifications Pathway for the Information & Communications Technology industry (資訊及通訊科技業), showing QF-recognised qualifications by level: https://www.hkqf.gov.hk/ict/en/vqp. Link between the industry and this job by Peernovo.

Pay · Outlook · AI and this job

Median pay: HK$27,000 a month
About 1,542,900 people in 2025, and about 1,639,100 projected by 2028. (+6.2%)
Generative AI could change some tasks in this job, by the ILO's global estimate.

Questions people ask

How do I become an information and communications technology user support technician?

Ways in include: Vocational Qualifications Pathway: Information & Communications Technology.

Do you need a degree to become an information and communications technology user support technician?

Not always. 47% of people in this job hold a bachelor's degree or higher. Ways in include: Vocational Qualifications Pathway: Information & Communications Technology.

Will AI change the work of an information and communications technology user support technician?

Generative AI could change some tasks in this job, by the ILO's global estimate.

Sources

Census and Statistics Department (2021 Population Census): 2021 Population Census, Interactive Data Dissemination Service: working population by occupation (38 groups) and sex, age, education, income; median income and field of education (9 groups) (2021 Population Census), retrieved 4 October 2026
Census and Statistics Department (General Household Survey): Median monthly employment earnings by occupation (9 groups), excluding foreign domestic helpers (Table 210-06317A); employed persons by occupation, age and sex (210-06307A) and by industry (210-06308A) (2025 annual (series to 2026-07)), retrieved 4 October 2026
Labour and Welfare Bureau; tables published by C&SD: Mid-term Update of Manpower Projection to 2028: supplementary statistical tables (5 occupation groups, 17 selected industries) (2025 to 2028 (published 2026-09)), retrieved 4 October 2026
International Labour Organization, Generative AI and Jobs: A Refined Global Index of Occupational Exposure (ILO Working Paper 140, Gmyrek et al.) (ILO Working Paper 140, May 2025, Annex Table A1), CC BY 4.0, retrieved 4 October 2026

Updated 4 October 2026