Operations Associate

Infosys Technologies (China) Company Limited; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

Infosys Technologies (China) Company Limited is seeking a Help Desk Support professional in Hong Kong. You will install software, troubleshoot and maintain applications and infrastructure, and escalate issues across in-house and third-party systems.

The role involves supporting home-office setups, ensuring policy adherence, and creating support documentation. You will interact with global teams, manage incidents in a ticketing system, and participate in rotating after-hours shifts.

Qualifications

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.
• ITIL foundation understanding
• Language: English/Cantonese

Responsibilities

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed by, communicated, and adhered to.
• Create and maintains support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Skills

Excellent communication

Interpersonal skills

Customer care skills

Ability to work under pressure

Experience using help desk call

ITIL foundation understanding

Languages: English and Cantonese

Tools

Ticketing system (Help desk)

ITIL framework

Job description

Infosys Technologies (China) Company Limited View all jobs

Key responsibilities

• Software installation.
• Troubleshoot, repair, andmaintainsoftware applications & infrastructure.
• Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
• Provide support for operating system drivers,softwareand firmware.
• Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed by, communicated, and adhered to.
• Create andmaintainsupport documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significantproblemsand expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology andparticipatein training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Requirements

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.
• ITIL foundation understanding
• Language: English/Cantonese

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems

and works of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale

to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems

and works of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale

to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

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