Senior IT Service Desk & Microsoft 365 Lead

EDPS Systems Limited; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

EDPS Executive in Hong Kong seeks an experienced IT support professional to manage service desk and advanced technical support for Microsoft 365 and endpoint management.

You will handle incidents, provide 1st- and 2nd-line support for end-user devices, and mentor junior analysts while contributing to business continuity and workplace transformation projects.

The role requires five years of relevant experience, strong problem-solving, and excellent communication to maintain high SLA performance.

Qualifications

• Degree in IT/CS or equivalent qualification.
• At least five years of relevant experience in IT support, digital workplace services, or infrastructure operations.
• Strong hands-on experience with Microsoft 365 administration, including Exchange Online, SharePoint Online, Teams, and OneDrive.
• Strong hands-on experience with Microsoft Intune and endpoint management.
• Strong hands-on experience with Microsoft Entra ID and identity and access management.
• Strong hands-on experience with Windows 10/11 support and troubleshooting.
• Strong hands-on experience with PowerShell for administration, reporting, or automation.
• Good understanding of Azure cloud services and networking fundamentals, including IP addressing, DNS, DHCP, VPN, and Wi-Fi.
• Experience with IT service management tools and incident, problem, and change management processes.
• Strong troubleshooting, documentation, and customer communication skills.

Responsibilities

• Share responsibility for the daily service desk queue, including logging, categorising, prioritising, tracking, and resolving incidents and service requests.
• Deliver first- and second-line support for end-user devices, applications, printers, peripherals, and workplace technology.
• Handle complex cases independently within the role's scope, performing advanced troubleshooting and root-cause analysis.
• Lead the service desk response to major incidents and investigate recurring problems to reduce mean time to resolution (MTTR) and ticket volumes.
• Provide advanced support for meeting rooms, town halls, and Microsoft Teams Rooms, including connectivity and configuration troubleshooting.
• Meet agreed response-time SLAs: High priority—2 hours; Medium priority—4 hours; Low priority—12 hours.
• Provide first- and second-line support for Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, Copilot, and Power Platform.
• Administer user accounts, access permissions, licences, and periodic access recertification.
• Support Microsoft Intune mobile device and application management (MDM/MAM), including device compliance and corporate and BYOD environments.
• Mentor junior analysts in ticket handling, troubleshooting, prioritisation, and customer communication

Skills

Microsoft 365 administration

Intune endpoint management

Entra ID / IAM

Windows 10/11 support

PowerShell scripting

Azure fundamentals

Networking basics

ITSM & incident management

Education

Bachelor's degree in IT or Computer Science

Tools

Exchange Online

SharePoint Online

Teams

OneDrive

Microsoft Intune

Microsoft Entra ID

Job description

EDPS Executive in Hong Kong seeks an experienced IT support professional to manage service desk and advanced technical support for Microsoft 365 and endpoint management.

You will handle incidents, provide 1st- and 2nd-line support for end-user devices, and mentor junior analysts while contributing to business continuity and workplace transformation projects.

The role requires five years of relevant experience, strong problem-solving, and excellent communication to maintain high SLA performance.