Desktop Support Specialist

Stefanini Group; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Stefanini Group in Hong Kong is seeking a seasoned Deskside IT Support specialist to deliver swift, on-site hardware and software fixes for desktop users. You will diagnose issues, configure devices, and ensure services meet defined SLAs.

You will log and track incidents in ServiceNow, collaborate with global teams, participate in disaster recovery tests, and contribute to Knowledgebase documentation while providing excellent customer service in a fast-paced financial environment.

Qualifications

• 5+ years in a Desktop Support/IT Helpdesk role.
• Experience with printers, PCs and laptops.
• Experience with Windows 7/10/11 and macOS support.
• VPN, Soft Phones, Remote Desktop, and VDI experience.
• Asset tracking and inventory management.
• Experience with ServiceNow ticketing system.
• Strong written and verbal communication.
• Excellent customer service in financial environments.

Responsibilities

• Provide swift and professional deskside IT support.
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software to deliver deskside service levels.
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk.
• Collaborate with other support groups across global locations to help troubleshoot client issues.
• Utilize tools for building, monitoring and troubleshooting client devices.
• Participate in Disaster recovery testing exercises.
• Upholding procedures for logging, reporting, and monitoring desktop operations.
• Write technical support and client documentation in Knowledgebase articles.
• Meet or exceed expected customer service levels.

Skills

Communication skills

Customer service

Troubleshooting

Multitasking under pressure

Autonomous and team player

Documentation

Tools

ServiceNow

Remote Desktop

VDI

Job description

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building, monitoring and troubleshooting client devices
• Participate in Disaster recovery testing exercises
• Upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Write technical support and client documentation in form of Knowledgebase articles
• Meet or exceed expected customer service levels

Requirements:

• Minimum 5+ years of relevant experience in a Desktop Support/IT Helpdesk role.
• Experience configuring, installing, troubleshooting and repairing printers, PC and laptops.
• Hands on experience with Win 7, Win 10, Win 11 and MAC OS support.
• Windows Migration.
• Hardware/Software Troubleshooting
• Experience with VPN, Soft Phones, Remote Desktop, VDI.
• Asset Tracking/Inventory Management
• Phone and Tablet support (Windows, iPhone, iOS, Android)
• Experience with Ticketing System (ServiceNow).
• Strong Communications Skills
• Excellent proven track record supporting clients in a financial environment.
• Excellent proven customer service based approach
• Good written and verbal communication skills
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team