Contract IT Service Desk Officer #4720

Computer Recruitment Consultants Limited; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Computer Recruitment Consultants Limited in Hong Kong is seeking an experienced IT Service Desk professional to join our team on a roster-based schedule. You will be the frontline IT contact for end users and handle daily service requests.

Responsibilities include logging and resolving incidents, escalating per predefined SLAs, providing prompt communication, tracking status, and supporting IAM access management, applications, and device setups.

Qualifications

• At least 3 years in service desk or IT support handling incidents and end-user queries.
• Knowledge of MS Office 365 products.
• Familiar with incidents management workflow and delivery of service desk services.
• Good communication and soft skills.

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

Skills

End-user support

SLA management

Problem solving

Communication

Education

Higher Diploma in IT

Tools

MS Office 365

Job description

Add: Unit 2209A, Floor 22, Island Place Tower
510 King's Road, North Point,
Hong Kong.
Tel: [phone]
Fax: [phone]
Email: [e-mail]

No. of Licence to Operate and Employment Agency: 83041

Location: Customer office in Hong Kong Island and Kowloo

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

• 09:00 – 18:00 (Mon to Sat)
• 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