IT Service Desk Officer

Classy Wheeler Limited; Hong Kong; Presencial; HKD 180.000 - 240.000; Jornada completa

Descripción de la vacante

Classy Wheeler Limited, a leading telecommunications and technology service provider in Kowloon Bay, Hong Kong, invites a hands-on IT Support professional for a renewable 12-month contract. The role centers on frontline incident handling, ticketing, and user assistance across business applications and end-user systems.

Responsibilities include incident logging, SLA-driven escalation, and regular updates to users.

Formación

• Hold a Higher Diploma or higher degree in Information Technology or a related field.
• At least 1 year of experience in a service desk or technical support role handling end-user issues.
• Solid practical knowledge of Microsoft Office 365 enterprise products.
• Maintain a thorough understanding of IT incident management workflows and service desk delivery standards.
• Exhibit strong Tier 1 to Tier 2 technical support skills within a service desk environment.
• Proficiency in both written and spoken English and Chinese.

Responsabilidades

• Serve as the primary point of contact for end users requesting IT support and assistance.
• Manage daily operations for incident logging, service request processing, and ticket fulfillment.
• Ensure all incidents and requests are accurately logged, addressed, and escalated according to SLAs.
• Deliver timely communications and updates to end users regarding ticket statuses.
• Track and report critical IT incidents to management teams promptly.
• Formulate, review, and maintain standard operating procedures and IT policy documentation.
• Coordinate user access management processes per IAM guidelines.
• Provide Tier 1 technical support for business applications and end-user systems.
• Support ongoing IT projects, including Microsoft software patch deployments, desktop support, and hardware installations.

Conocimientos

IT support

Incident management

Service desk

English proficiency

Chinese proficiency

Educación

Higher Diploma or higher degree in Information Technology

Herramientas

Microsoft Office 365

Descripción del empleo

Company Description: A leading telecommunications and technology service provider offering comprehensive ICT solutions, mobile services, and broadband network infrastructure.
Location: Kowloon Bay
Nature: Renewable Contract (12 months)

Job Description

• Serve as the primary point of contact for end users requesting IT support and assistance.
• Manage daily operations for incident logging, service request processing, and ticket fulfillment.
• Ensure all incidents and requests are accurately logged, addressed, and escalated according to established SLAs.
• Deliver timely communications and updates to end users regarding ticket statuses.
• Track and report critical IT incidents to management teams in a prompt manner.
• Formulate, review, and maintain standard operating procedures and IT policy documentation.
• Coordinate user access management processes in accordance with IAM guidelines.
• Provide Tier 1 technical support for business applications and end-user systems.
• Support ongoing IT projects, including Microsoft software patch deployments, desktop support, and hardware installations.

Job Requirements

Requirements

• Hold a Higher Diploma or higher degree in Information Technology or a related field.
• Possess at least one year of experience in a service desk or technical support role handling end-user issues.
• Demonstrate solid practical knowledge of Microsoft Office 365 enterprise products.
• Maintain a thorough understanding of IT incident management workflows and service desk delivery standards.
• Exhibit strong Tier 1 to Tier 2 technical support skills within a service desk environment.
• Demonstrate professional proficiency in both written and spoken English and Chinese.

Others

• Perform shift work covering a monthly total of 185 hours across morning, evening, and night operational windows.