Contract IT Service Desk Officer #4723

Duration:                            12 months (renewable contract)

Location:                             Kowloon Bay Office

Working Hours:                 185 Monthly Working Hours with shift basis

1. Morning Shift:       07:00 – 16:00
2. Evening Shift:         11:00 – 20:00
3. Night Shift:             16:00 – 01:00
4. Normal Shift          09:00-18:00

Responsibilities:

• Acting as the frontline IT contact for end users and internal user
• Daily operational control and management of the Incident/Request Process and services project 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
• 1 year 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 & Cantonese & Putonghua