Department:  Information Services

Report to: IS Manager – Regional Asia Pacific        

Job Description:

• To act as an agent for the service desk of Hong Kong providing service desk service, and also HSDG application/ on site/ infrastructure services in Hong Kong office, as well as other LBU via remote tools.
• Man service desk based in Hong Kong
• Deliver service desk services to all offices in Asia, and South Africa as well as HSDG Agencies limited to HSDG applications only
• Deliver infrastructure services in offices in Asia and south Africa when necessary
• Act as the first point of contact and provide initial customer support to the end user
• Manage all end user request through the helpdesk system – Omni-tracker
• Resolve incidents/ requests which are defined as local responsibilities
• Deliver infrastructure and Onsite support either on site or remotely via tools
• Route tickets to the appropriate second/ third level support teams as required
• Strictly comply with the code of practice of HQ and RAP wherever it’s applied
• Consistently to identify opportunities to increase efficiency of the IT process and performance in line with ITIL concept, for example those reoccurrence of incidents
• Identify and ensure all system documentation/ manual up-to-day and user friendly
• Customer service orientated.
• Excellent in communication with people with different cultures
• Substantial knowledge and hand on experience on service desk operation, ITIL
• Basic knowledge of networking

Qualifications:

• 3 years working experience in a Service Desk or customer service environment, preferable within an international setting
• Good level of IT skills (including some or all of Windows, Microsoft Office, PC Hardware, Omni-Tracker)
• Fluent in English and Cantonese, Mandarin is an advantage
• ITIL training required and with certification is an advantage
• Computer Science Degree or equivalent

We offer a competitive remuneration package to the right candidate.

Please apply with full resume in PDF format with expected salary by "Clicking Apply Now"

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