IT Analyst (Shipping)

Focal Search Pte Ltd; Hong Kong; On-site; HKD 223,200 - 334,800; Full time

Job summary

A leading IT support provider based in Hong Kong is seeking an individual for IT support services and asset management. Responsibilities include ensuring service requests are handled within SLA, managing the lifecycle of IT assets, and providing desktop support. The ideal candidate has over two years of experience in a support role, excellent communication skills in English, and familiarity with IT asset management tools. This role offers opportunities to enhance internal procedures and customer service.

Qualifications

• More than two years of experience in a Level 1 or Level 2 support position.
• Outstanding ability to communicate in written and spoken English.
• Strong working familiarity with desktop and laptop hardware.

Responsibilities

• Ensure events and service requests are handled within SLA.
• Oversee the lifecycle of IT assets, ensuring proper tracking.
• Patch and ensure all devices are running latest OS versions.

Skills

Communication in English

Client focus

Support for Windows

Support for Linux

Familiarity with Microsoft Office 365

Experience with IT asset management tools

Tools

Microsoft Office 365

Endpoint Central

ZenDesk

ServiceNow

Job description

Responding to Service Requests, Incidents, and Trends

• Ensure that events and service requests are handled successfully and within the SLA (Service Level Agreement) by taking responsibility for them.
• Actively detect recurring problems or service hazards and assist in preventing them to enhance our internal procedures, operations, and customer service.
• Contribute expertise to the team and our self-service portals to aid in incident resolution.

IT Asset Management

• For smooth operations, make sure the projectors and other collaboration tools in the conference room are operating properly.
• Make that all devices are patched and running the most recent versions of the operating system; fix those that don't comply.
• To guarantee a smooth onboarding process, give new or transferred users phones, computers, and other required devices.
• Review IT asset stock levels on a regular basis to make sure the storeroom has enough supplies and to manage asset replacement.
• Oversee the lifecycle of IT assets, from acquisition to disposal, making sure that proper tracking and reporting are done.
• To get the best value for your money, get quotes, oversee the purchase, and invoice for IT equipment and licensing.
• Work together with suppliers to guarantee equipment delivery on schedule, and coordinate with the finance department to guarantee timely payment.

Qualifications:

• Outstanding ability to communicate in written and spoken English
• More than two years of experience in a Level 1 or Level 2 support position
• Excellent client focus identifies wants and comes up with solutions to satisfy them
• Familiarity with the Microsoft Office 365 Suite, specifically with Administration, Teams, Outlook, and Sharepoint
• Strong working familiarity with desktop and laptop hardware and support for Windows and Linux
• Familiarity with Endpoint Central and other IT asset management and automation tools
• Support for audio-video and video conferences
• Knowledge of issue tracking and resolution ticketing systems, such as ZenDesk, ServiceNow, or comparable