Senior Specialist (Service Desk Support, Application Support, Access Management)

Classy Wheeler Limited; Hong Kong; On-site; HKD 83,000 - 138,000; Part time

Job summary

Classy Wheeler Limited seeks a Senior Specialist (Service Desk Support, Application Support, Access Management) for a renewable part-time contract on-site at customer offices in Kowloon and Hong Kong Island. Ideal candidate has 5+ years in service desk, Office 365 expertise, and fluency in English and Chinese.

Working 09:00–18:00, Monday to Sunday, about 10–14 days per month with weekend shifts preferred. You will manage incidents, access management, and support patches, desktop, and printer

Qualifications

• Degree or Higher Diploma in Information Technology or a related discipline.
• 5+ years of work experience in service desk or technical support handling end-user incidents.
• Strong knowledge of Microsoft Office 365 products and service desk workflows.
• Fluent in written and spoken English and Chinese.

Responsibilities

• Act as the frontline IT contact for end users to provide prompt technical assistance.
• Manage daily operational controls for the incident, service request, and fulfillment processes.
• Log, respond to, and escalate IT incidents and requests according to defined SLAs.
• Maintain effective communication with users and track all critical incidents to report status to management.
• Develop, review, and update SOPs, policies, and operational documentation.
• Coordinate identity and access management processes for end-user access administration.
• Provide Tier 1 support for business applications to resolve user inquiries efficiently.
• Assist with projects related to patches, desktop support, and printer installations.

Skills

IT service desk

MS Office 365

Tier 1 & 2 support

English & Chinese

End-user support

Education

Degree or Higher Diploma in IT

Job description

Senior Specialist (Service Desk Support, Application Support, Access Management)

Client Description

Company Description: A leading telecommunications service provider based in Hong Kong, offering fixed-line, broadband, mobile communication, and enterprise ICT solutions.
Location: Hong Kong Island, Kowloon
Nature: Renewable Contract, Part Time

Job Description

• Act as the frontline IT contact for end users to provide prompt technical assistance.
• Manage daily operational controls for the incident, service request, and fulfillment processes.
• Log, respond to, and escalat IT incidents and requests according to defined service level agreements.
• Maintain effective communication with users and track all critical incidents to report status to management.
• Develop, review, and update standard operating procedures, policies, and operational documentation.
• Coordinate identity and access management processes for end-user access administration.
• Provide Tier 1 support for business applications to resolve user inquiries efficiently.
• Assist with projects related to Microsoft patches and releases, desktop support, and printer installations.

Job Requirements

• Degree or Higher Diploma in Information Technology or a related discipline.
• Over 5 years of work experience in service desk or technical support handling end-user incidents.
• Strong knowledge of Microsoft Office 365 products and service desk workflows.
• Solid understanding of Tier 1 and Tier 2 IT support within a service desk environment.
• Fluent in written and spoken English and Chinese.

Employment terms

• Up to $100+ per hour, negotiable based on working experience.
• Part-time shift work requiring approximately 10 to 14 working days per month.
• Working window from Monday to Sunday, 09:00 to 18:00, with priority given to candidates available for Saturday and Sunday shifts.
• Secondment contract model.
• Onsite work arrangement at customer offices located in Kowloon and Hong Kong Island.