User Support Supervisor or Application Support / Helpdesk - 2 Openings

Acton Consulting Limited; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

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.

Skills

Troubleshooting

Problem-solving

Learning agility

Adaptability

Customer service

Education

Higher Diploma or above in Information Technology/Computer Science or related discipline

Tools

IT ticketing system

Job description

User Support Supervisor or Application Support / Helpdesk - 2 Openings

An ICT Consulting Firm is looking for talented to join the Hong Kong IT Support team

What you will be doing:

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.

Requirements:

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.

WebSite:www.ActonCL.com