IT Service Desk Analyst — Tier 1 & Incident Management

Classy Wheeler Limited; Hong Kong; On-site; HKD 180,000 - 270,000; Full time

Job summary

Classy Wheeler Limited in Hong Kong seeks an IT Service Desk Officer (Tier 1) to be the frontline contact for end users, handling incidents and service requests with professionalism.

You will manage incident workflows, escalate when needed, and maintain clear communications, logs, and SLAs. The role covers Office 365 support and end-user device issues, with a rostered schedule.

This renewable contract position requires strong bilingual communication and solid IT knowledge.

Qualifications

• Higher Diploma or above in Information Technology.
• 3+ years in service desk or technical support handling IT incidents.
• Solid knowledge of Microsoft Office 365 apps.
• Understanding of IT incident management workflows and service desk standards.
• Experience with Tier 1–2 IT support.
• Strong communication and interpersonal skills; fluent English and Chinese.

Responsibilities

• Serve as frontline IT contact for end users.
• Manage daily incident request process and service fulfillment.
• Ensure incidents/requests logged, addressed, escalated per SLAs.
• Provide timely updates to end users.
• Track and report status of critical incidents to management.
• Develop and update SOPs, policies, and docs.
• Coordinate identity and access management to support user access requests.
• Provide Tier 1 application support for internal users.
• Support end-user devices: desktops, mobile, tablets, PCs, printers.

Skills

Office 365

Incident management

Tier 1 support

English

Chinese

Communication

Education

Higher Diploma in Information Technology

Tools

ITSM tools

Job description

Classy Wheeler Limited in Hong Kong seeks an IT Service Desk Officer (Tier 1) to be the frontline contact for end users, handling incidents and service requests with professionalism.

You will manage incident workflows, escalate when needed, and maintain clear communications, logs, and SLAs. The role covers Office 365 support and end-user device issues, with a rostered schedule.

This renewable contract position requires strong bilingual communication and solid IT knowledge.