Contract IT Service Desk Officer #4720

Location:                            Customer office in Hong Kong Island and Kowloo

Working Hours:                 Monday to Sunday (on Roster-based) – Total 48 Weekly Working Hours

1. 09:00 – 18:00 (Mon to Sat)
2. 09:00 – 16:00 (Sun)

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 desktops, Smartphone, tablet 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
• Good communication, problem solving and soft skill
• Proficient in English & Chinese