IT Service Desk Officer (Frontline IT Support & Incident Management)

Classy Wheeler Limited; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Classy Wheeler Limited, a Hong Kong-based telecom innovator, seeks an IT Service Desk professional to act as the frontline contact for end users and staff. You will manage incidents, requests, and service projects, ensuring timely responses and adherence to SLAs.

Requirements include an IT-related diploma, 1 year in service desk roles, and proficiency in English, Cantonese, and Putonghua. The role is based in Kowloon Bay with a 12-month renewable contract and 185 monthly hours.

Qualifications

• Diploma or higher in IT or related field.
• At least 1 year in service desk or technical support handling incidents and queries.
• Solid knowledge of Microsoft Office 365 products and Tier 1–2 IT support.
• Familiar with IT incident management workflows and service desk standards.
• Proficient in English, Cantonese and Putonghua.

Responsibilities

• Act as the primary frontline IT point of contact for end users and internal staff.
• Execute daily operational control and management of the incident/request process and service project fulfillment.
• Ensure all IT incidents and user requests are properly logged, responded to, and escalated according to pre-defined SLAs.
• Maintain prompt communication and deliver timely responses to end users.
• Track and report the status of all critical incidents to management.
• Develop, review, and update IT standard operating procedures, policies, and guidelines.
• Coordinate and provide support for identity and access management user access workflows.
• Provide Tier 1 application support and assist with MS patches/releases, desktop support, and PC and printer installations.

Skills

English

Cantonese

Putonghua

Incident management

MS Office 365

Service desk

Education

Higher Diploma in IT or related

Tools

Office 365 Suite

Job description

Company Description: A leading telecommunications service provider and innovator in Hong Kong, delivering comprehensive fixed-line, broadband, mobile, and enterprise ICT solutions to local and global businesses.
Location: Kowloon Bay
Nature: Renewable Contract (12 Months)

Job Description

• Act as the primary frontline IT point of contact for end users and internal staff
• Execute daily operational control and management of the incident/request process and service project fulfillment
• Ensure all IT incidents and user requests are properly logged, responded to, and escalated according to pre-defined SLAs
• Maintain prompt communication and deliver timely responses to end users
• Track and report the status of all critical incidents to management
• Develop, review, and update IT standard operating procedures, policies, and guidelines
• Coordinate and provide support for identity and access management user access workflows
• Provide Tier 1 application support and assist with MS patches/releases, desktop support, and PC and printer installations

Job Requirements

Requirements

• Holder of a Higher Diploma or above in an IT-related discipline
• Minimum 1 year of work experience in a service desk or technical support role handling IT incidents and queries
• Solid knowledge of Microsoft Office 365 products and Tier 1 to Tier 2 IT support in a service desk environment
• Full understanding of the IT incident management workflow and service desk delivery standards
• Proficient in spoken and written English, Cantonese, and Putonghua

Employment Terms

• Working hours: 185 monthly working hours with shift duty required (Morning Shift: 0700-1600, Evening Shift: 1100-2000, Night Shift: 1600-0100, Normal Shift: 0900-1800)