Senior Service Desk Analyst

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

In response to strategic business needs and expansion, EDPS Executive is an additional executive arm of EDPS (EA License No. 78592). Founded in 1974, EDPS stands as the premier provider of IT contract staffing solutions in Hong Kong, boasting a long-standing history and esteemed reputation. We are privileged to have been chosen by the Government of HKSAR as one of the largest and most enduring suppliers of IT contract staffing services for nearly 50 years.

About the role

This role combines service desk and advanced technical support with Microsoft 365, identity, and endpoint management responsibilities. You will share responsibility for the daily service desk queue, deliver first- and second-line support for end-user devices, applications, and workplace technology, and handle complex cases independently. You will lead service desk responses to major incidents, provide advanced support for meeting rooms and Microsoft Teams Rooms, and mentor junior analysts. You will also administer Microsoft 365 services, support identity environments, maintain documentation, and participate in business continuity planning and workplace transformation projects.

Key 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

About you

Degree in Information Technology, Computer Science, or a related discipline, or an 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