IT Service Desk Specialist – Tier 1/2 Support (Kowloon Bay)

Classy Wheeler Limited; Hong Kong; Sur place; HKD 180 000 - 240 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

IT support

Incident management

Service desk

English proficiency

Chinese proficiency

Formation

Higher Diploma or higher degree in Information Technology

Outils

Microsoft Office 365

Description du poste

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.