Incident Technician

Infosys; Hong Kong; On-site; HKD 30,000 - 54,000; Full time

Job summary

Infosys Hong Kong is hiring for a Helpdesk/Support role. You will install software, troubleshoot applications and infrastructure, and escalate issues to appropriate teams while maintaining documentation and policy adherence. You will also assist users with home/remote setup and participate in on-call rotations.

The role requires strong communication, customer care, and a solid grasp of a wide range of applications, both in-house and third-party, with ITIL awareness. Language: English/Cantonese.

Qualifications

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using a help desk call management system.
• Technical grasp of a wide range of in-house and 3rd party applications.
• ITIL foundation understanding.

Responsibilities

• Software installation and troubleshoot, repair, and maintain applications and infrastructure.
• Handle escalations from Helpdesk for application support including in-house and 3rd party apps and market data tools.
• Provide OS driver, software and firmware support.
• Assist users with home and work-from-home setups using firm or personal devices and virtual machines.
• Follow Morgan Stanley policies and procedures and document support activities.
• Create and maintain support documentation.
• Collaborate with local and global support groups across platforms.
• Record and manage incidents and requests in the ticketing system.
• Proactively inform management of trends and delays; participate in on-call rotations.

Skills

Excellent communication

Interpersonal skills

Customer care

Work under pressure

Help desk software experience

Technical understanding of apps

ITIL foundation understanding

Tools

Help desk software

Job description

About Infosys

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

Visit to see how Infosys (NYSE: INFY) can help you navigate your next.

Infosys has been recognized as a Top Employer across APAC - contributing to our sixth consecutive year of global certification. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn and create impact at scale - supported by a culture rooted in care, inclusion and excellence.

Join Infosys and be part of a culture that's not just promised - it's certified. #TopEmployer2026 #ThriveAtInfosys

Location

Hong Kong

Key Responsibilities

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up - Firm laptop or personal laptop + virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed by, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Requirements

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.
• ITIL foundation understanding

Language: English/Cantonese

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.