Contract Part-Time Senior Specialist #4725

Location:

• Onsite customer office in Kowloon and HK island

Working Hours:                 

1. Mon to Sun (Work during Saturday and Sunday shift is first priority for this part-time position)
2. 09:00 – 18:00
3. Approx. 10-14 days shift per month
4. Shift required

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 Degree or 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