Company Description: A leading telecommunications and technology service provider offering comprehensive ICT solutions, mobile services, and broadband network infrastructure.
Location: Kowloon Bay
Nature: Renewable Contract (12 months)
• Serve as the primary point of contact for end users requesting IT support and assistance.
• Manage daily operations for incident logging, service request processing, and ticket fulfillment.
• Ensure all incidents and requests are accurately logged, addressed, and escalated according to established SLAs.
• Deliver timely communications and updates to end users regarding ticket statuses.
• Track and report critical IT incidents to management teams in a prompt manner.
• Formulate, review, and maintain standard operating procedures and IT policy documentation.
• Coordinate user access management processes in accordance with IAM guidelines.
• Provide Tier 1 technical support for business applications and end-user systems.
• Support ongoing IT projects, including Microsoft software patch deployments, desktop support, and hardware installations.
• Hold a Higher Diploma or higher degree in Information Technology or a related field.
• Possess at least one year of experience in a service desk or technical support role handling end-user issues.
• Demonstrate solid practical knowledge of Microsoft Office 365 enterprise products.
• Maintain a thorough understanding of IT incident management workflows and service desk delivery standards.
• Exhibit strong Tier 1 to Tier 2 technical support skills within a service desk environment.
• Demonstrate professional proficiency in both written and spoken English and Chinese.
• Perform shift work covering a monthly total of 185 hours across morning, evening, and night operational windows.
