Senior IT Service Desk Officer #4142 (Banking)

Responsibilities:

• Acting as the Frontline IT Contact for end-users
• Daily operational control and management of the Incident / Request Process and services fulfilment
• Ensure all IT incidents and users requests are properly logged, responded and escalated per the pre-defined SLAs.
• Ensure prompt response and communication to users
• Track and report the status of all critical incidents to management
• Develop, review and update the IT SOPs, policies and procedures
• Coordinate and provide support to IAM Users Access management
• Provide Tier 1 support on Banking Applications
• Support the projects of MS Patches / Releases management, Desktops support and PC & printer installations

Requirements:

• Holder of Higher Diploma or above in IT related discipline
• More than 5 years of work experience in Services Desk or Technical Support to handle IT incidents and queries from end-users
• Good knowledge of MS Office 365 Products
• Full awareness of the IT Incidents Management Workflow and delivery of Service Desk Services
• Knowledge of tier 1 to 2 IT support in the Services Desk environment
• Proficient in English & Chinese