Contract IT Service Desk Officer #4299 (Vendor)

Duration:                            12 months (renewable contract)

Location:                            Kowloon Bay

Working Hours:                44 hours (long / short week) and 8 hours per shift, including holidays and weekends.

1. Morning Shift: 07:30 – 15:30
2. Evening Shift: 15:30 – 23:30
3. Night Shift: 23:30 – 07:30

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 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 3 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