Contract IT Service Desk Officer #4723

Computer Recruitment Consultants Limited; Hong Kong; On-site; HKD 167,000 - 234,000; Full time

Job summary

Computer Recruitment Consultants Limited in Kowloon Bay, Hong Kong, seeks a Service Desk Analyst for a 12-month renewable contract to act as frontline IT contact for end users and internal staff. You will manage incidents and requests, ensure SLA compliance, and help update SOPs and IAM access processes.

The role requires experience in service desk operations, strong MS Office 365 skills, and bilingual capabilities in English, Cantonese and Putonghua. Shift-based hours form part of the schedule.

Qualifications

• 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.

Responsibilities

• Acting as the frontline IT contact for end users and internal users.
• 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.

Skills

IT Support

Service Desk

Incident Management

English Cantonese Mandarin

Education

Higher Diploma or above 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

Duration: 12 months (renewable contract)

Location: Kowloon Bay Office

Working Hours: 185 Monthly Working Hours with shift basis

• Morning Shift: 07:00 - 16:00
• Evening Shift: 11:00 - 20:00
• Night Shift: 16:00 - 01:00
• 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