Service Desk Specialist (User & VIP Support, ITIL)

PERSOL; Hong Kong; On-site; HKD 350,000 - 550,000; Full time

Job summary

Hong Kong Business Aviation Centre Ltd is seeking an experienced IT support professional to provide 1st and 2nd level assistance across desktop systems, via phone, ticketing, email and chat. You will troubleshoot Windows issues, support Office, Exchange, VPN, SharePoint, and hardware, and use remote tools to fix desktops, laptops and printers.

The role includes documenting incidents, updating policies, mentoring the APAC on-site team, and ensuring compliance with standards; travel and 7x24

Qualifications

• University degree in computer science or equivalent IT experience.
• At least 5 years in large enterprise IT roles.
• Strong knowledge of ITIL methodology and VIP support.
• Proven ability in project and team management.
• Familiar with Mac and Windows OS systems.

Responsibilities

• Provide 1st and 2nd level IT support via telephone, ticket system, emails and chat.
• Troubleshoot and resolve Windows issues for individual users.
• Support MS Office, Exchange, VPN, SharePoint, and user hardware.
• Use remote administration tools to resolve desktop/laptop/printer issues.
• Document, notify, track and follow up on all incidents.
• Manage and mentor the on-site APAC team.
• Update policies, procedures, and documentation relevant to the project.
• Ensure compliance with standards, policies and processes.
• Travel on demand; 7x24 standby support required.

Skills

VIP support

ITIL knowledge

Team leadership

Windows troubleshooting

Mac OS familiarity

Remote support

Documentation skills

English proficiency

Cantonese proficiency

Putonghua proficiency

Education

University degree in computer science

5+ years in large enterprise IT roles

Knowledge of ITIL methodology

Project and team management

Mac and Windows OS familiarity

Job description

Provide 1st and 2nd level IT support including desktop-related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.

Troubleshooting and resolving single-customer issues with Windows

Supporting Microsoft Office, Exchange, VPN, SharePoint, and User Client Hardware, Mobile devices, user accounts and permissions.

Using remote administration tools to resolve issues on desktops, laptops, and printers.

Ensuring proper documentation, notification, tracking, and follow-up of all incidents.

Manage and mentor the on-site team in Asia Pacific

Update policies, procedures, and documentation relevant to the project or operation

Ensure compliance with standards, policies, and processes

Requirements

University degree in computer science or equivalent experience in IT

At least 5 years of work experience in large enterprise companies in related roles

Strong knowledge of User & VIP Support and ITIL methodology

Proven ability in project and team management

Familiar with Mac and Windows OS systems

Pleasant with good telephone manner, mature and independent

Able to work under pressure, self-motivated, strong problem-solving and analytical skills

7X24 standby support is required

Travel is required on demand

Proficiency in both spoken and written English, Cantonese and Putonghua

Hong Kong Business Aviation Centre Ltd

Chek Lap Kok, Islands District, HK

System Support

LAWSGROUP