IT Service Desk Officer (Tier 1 Support, 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

IT Service Desk Officer (Tier 1 Support, Incident Management)

Client Description

Company Description: A leading information and communications technology service provider delivering innovative digital solutions, telecommunications networks, and enterprise IT support services across global and regional markets.
Location: Customer offices located in Hong Kong Island and Kowloon
Nature: Renewable Contract

Job Description

• Serve as the frontline IT point of contact for end users regarding all technical support inquiries.
• Manage the daily operational control of the incident request process and service fulfillment.
• Ensure all IT incidents and user requests are properly logged, addressed, and escalated in accordance with pre-defined service level agreements.
• Maintain prompt communication and deliver timely response updates to end users.
• Track and report the status of all critical incidents directly to management.
• Develop, review, and update standard operating procedures, policies, and operational documentation.
• Coordinate identity and access management procedures to support user access requests.
• Provide comprehensive Tier 1 application support for internal end users.
• Support end-user devices including desktops, mobile devices, tablets, personal computers, and printers.

Job Requirements

• Possess a Higher Diploma or above in an Information Technology related discipline.
• Bring more than three years of experience in a service desk or technical support role handling IT incidents.
• Demonstrate solid technical knowledge of Microsoft Office 365 products and applications.
• Possess a complete understanding of IT incident management workflows and service desk delivery standards.
• Hold foundational knowledge of Tier 1 to Tier 2 IT support within an enterprise service desk environment.
• Exhibit strong communication skills, effective problem-solving abilities, and excellent interpersonal skills.
• Maintain professional proficiency in both written and spoken English and Chinese.

Others

• Work hours follow a roster-based schedule from Monday through Sunday, totaling 48 weekly working hours.
• Roster shifts run from 09:00 to 18:00 Monday to Saturday, and from 09:00 to 16:00 on Sunday.