Company Description: A leading information and communications technology service provider delivering innovative digital solutions, telecommunications networks, and enterprise IT support services across global and regional markets.
Location: Customer offices located in Hong Kong Island and Kowloon
Nature: Renewable Contract
• Serve as the frontline IT point of contact for end users regarding all technical support inquiries.
• Manage the daily operational control of the incident request process and service fulfillment.
• Ensure all IT incidents and user requests are properly logged, addressed, and escalated in accordance with pre-defined service level agreements.
• Maintain prompt communication and deliver timely response updates to end users.
• Track and report the status of all critical incidents directly to management.
• Develop, review, and update standard operating procedures, policies, and operational documentation.
• Coordinate identity and access management procedures to support user access requests.
• Provide comprehensive Tier 1 application support for internal end users.
• Support end-user devices including desktops, mobile devices, tablets, personal computers, and printers.
Requirements
• Possess a Higher Diploma or above in an Information Technology related discipline.
• Bring more than three years of experience in a service desk or technical support role handling IT incidents.
• Demonstrate solid technical knowledge of Microsoft Office 365 products and applications.
• Possess a complete understanding of IT incident management workflows and service desk delivery standards.
• Hold foundational knowledge of Tier 1 to Tier 2 IT support within an enterprise service desk environment.
• Exhibit strong communication skills, effective problem-solving abilities, and excellent interpersonal skills.
• Maintain professional proficiency in both written and spoken English and Chinese.
Others
• Work hours follow a roster-based schedule from Monday through Sunday, totaling 48 weekly working hours.
• Roster shifts run from 09:00 to 18:00 Monday to Saturday, and from 09:00 to 16:00 on Sunday.
