Global IT Helpdesk Agent at Hong Kong IT Office

Job Location: H&M IT office in Kowloon (Hong Kong)
Job Type: Full Time

We are currently looking for a 1st line IT Helpdesk Agent in our Global IT Helpdesk team within Service Management & Support (SMS) based in Hong Kong.

H&M IT Division I&O, serves H&M globally and consists of three main areas which are Infrastructure Services, Service Management & Support (SMS) and Business Solutions. SMS Functions contains Asset Management, Change & Release Control, 24/7 Global IT Helpdesk, Incident management, Problem management, Identity & Access management). We are mainly seated in Stockholm and Hong Kong.

SMS is the organization with Global Process Ownership for Incident, Request Fulfillment, Access, Problem, Event, Change, Release, Configuration and Asset Management. Global IT Helpdesk is responsible for 1^st line user support and all the dispatching of Incidents to and from our vendors globally. This work is done by our two Helpdesks located in Sweden and Hong Kong. The Global IT Helpdesk team handles more than 150 000 phone calls and over 250 000 e-mails every year.

As a Global IT Helpdesk Agent your main responsibility is to provide quality IT support service mainly to our users in Hong Kong time zone through all our channels (Phone, E-Mail, Chat and ticketing). You need to have a good communication / language skill as you will be working close with the central competence groups internally and externally around the world.

Position Responsibilities

 Responsibilities include but are not limited to:

• Providing support via phone, chat, email, and ticketing.
• Troubleshooting and resolving single customer issues with Windows and Mac
• Supporting Microsoft Office, Exchange, VPN, SharePoint, 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.
  

Key requirements for the person we are looking for:

• Strong language skills in spoken and written English is a MUST
• Fluent in Mandarin is an advantage
• Diploma or above in IT related disciplines
• Excellent communication skills and social skills and service-minded
• Basic Networking skills
• Experiences from working in a multi-national and multi-cultural environment
• Have ITIL v3 foundation knowledge is an advantage
• Shift duty is required including Saturday, Sunday and Public Holiday
• Able to travel occasionally (domestic and international)

Personality:

• Eager to learn IT knowledge
• Strong team spirit
• Responsible, able to work independently and with positive attitude
• Self-motivated

The individual seeking for this position will get the opportunity to work on a global level in an IT office located in Hong Kong. The training will be done in Hong Kong. After the completion of the training, the individual will have responsibilities to work in front end support for our Global Helpdesk.