User Support Lead — IT & Application Helpdesk

Acton Consulting Limited

Hong Kong

On-site

HKD 180,000 - 240,000

Full time

14 days+

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Job summary

Acton Consulting Limited in Hong Kong is seeking a User Support Supervisor or Application Support / Helpdesk to join our IT team. You will deliver first-line technical support to end-users via phone, email, or in-person, ensuring minimal downtime for business applications.

You will coordinate with vendors for procurement and SLAs, document incidents in the ticketing system, and participate in on-call standby rotations.

Qualifications

Higher Diploma or above in Information Technology, Computer Science, or a related discipline.
Good understanding of IT and application support, including troubleshooting and maintenance of business applications.
Proven ability to learn quickly and adapt to new technologies and processes.
Strong problem-solving skills and ability to work under pressure during standby support periods.

Responsibilities

Provide first-line technical support to end-users via phone, email, or in-person, troubleshooting hardware, software, and network issues to ensure minimal downtime.
Manage vendor relationships by coordinating with external suppliers for procurement, repairs, and service level agreements (SLAs), including evaluating vendor performance and negotiating basic terms.
Document support incidents, resolutions, and user queries in the IT ticketing system to maintain accurate records and facilitate knowledge sharing.
Participate in on-call standby rotations for after-hours support emergencies, responding to critical issues within defined response times (no shift or roster work required).
Collaborate with other IT team members to collaborate to process improvements.