Support Analyst, End User Services, IT

CLSA; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

CLSA is seeking a Desktop Support Analyst to provide VIP end-user support, focusing on high-level technical assistance for senior users in Hong Kong. The role requires strong troubleshooting, collaboration with IT teams, and strict adherence to IT security policies.

The ideal candidate has ~3 years of desktop support experience in financial services, fluency in Mandarin, Cantonese, and English, and hands-on knowledge of Windows, Mac OS, and Office 365.

Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience).
• Around 3 years experience in desktop support roles, preferably in the financial services or investment banking sector.
• Strong knowledge of Windows and Mac OS, Microsoft Office 365, and basic networking concepts.
• Excellent troubleshooting skills and ability to identify and resolve technical issues.
• Knowledge on ITIL service desk related processes.
• Exceptional customer service and communication skills.
• Fluent in Mandarin, Cantonese and English for effective communication with bilingual users.
• Ability to work independently and as part of a team in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for VIP users, delivering high-level technical support.
• Provide expedited response and resolution to VIP user issues to minimize disruptions.
• Install, configure, and troubleshoot desktop systems, peripherals, and applications.
• Manage video conferencing and offsite presentation support.
• Collaborate with IT Help Desk and other IT teams to resolve complex issues.
• Assist in maintaining IT inventory and asset management records.
• Ensure compliance with IT security policies and procedures.
• Stay updated on technology advancements and recommend improvements.

Skills

Desktop support

VIP support

Troubleshooting

Customer service

Communication

Windows & Mac OS

Office 365

Networking basics

ITIL service desk

Education

Bachelor's degree in IT or related field

Tools

Office 365

Windows OS

Mac OS

Networking concepts

Job description

Position Description

The IT End User Services Team is seeking a Desktop Support Analyst with focus on VIP user support to provide comprehensive support and solutions to the end users, ensuring smooth operation of desktop systems, software, and hardware. The ideal candidate will possess strong technical skills, troubleshooting expertise, and a customer-oriented approach.

Key Areas of Responsibilities

• Act as the primary point of contact for VIP users, delivering high-level technical support with a personalized touch
• Provide expedited response and resolution to technical issues faced by VIP users, ensuring minimal disruption to their workflow
• Install, configure, and troubleshoot desktop systems, peripherals, and applications
• Responsible for video conferencing management and offsite presentation support
• Collaborate with IT Help Desk and other IT teams to elevate and resolve complex technical issues
• Assist in maintaining IT inventory and asset management records
• Ensure compliance with IT security policies and procedures
• Stay updated on technological advancements and recommend improvements to enhance end-user experience

Requirements

• Bachelor’s degree in IT or related field (or equivalent experience)
• Around 3 years experience in desktop support roles, preferably in the financial services or investment banking sector
• Strong knowledge of Windows and Mac OS, Microsoft Office 365, and basic networking concepts
• Excellent troubleshooting skills and ability to identify and resolve technical issues
• Knowledge on ITIL service desk related processes
• Exceptional customer service and communication skills
• Fluent in Mandarin, Cantonese and English for effective communication with bilingual users
• Ability to work independently and as part of a team in a fast-paced environment