Job Description

This position is responsible for providing the initial point of contact for users submitting an incident or request IT Service with The Executive Centre (TEC) and our Members.

As a committed IT HQ team member, this role is to provide a level of quality first level support, peripheral equipment and application environment by analysing, troubleshooting, escalating and resolving requests to meet KPI’s and SLA’s. The positions responsibilities require independent analysis, problem solving and excellent communication skills.

Key Responsibilities

• Monitor and respond to Service Desk queries
• Trigger, escalate and resolve Service Desk tickets
• Work with HQ IT Team to provide professional technical support
• Provision and remove user access for TEC
• Assist in the rollout of major systems
• Coordinate with end users and service providers, to follow up with the service providers to ensure timely delivery of service requests 
• Reviewing IT processes and identify standard work and improve the work efficiency
• Assist in the support and administrative duties where required

Job Requirements:

• Preferably with at least 1-year relevant job experience on Service Desk or IT Customer Services
• Experience in serviced Office or HQ Environment would been an advantage.
• Knowledge of ServiceNow ITSM or User Provisioning in MS Active Directory and Office 365 would been an advantage.
• Independent, well-organized, able to work in a fast-paced environment
• Have fluent written and spoken English, Cantonese and Mandarin
• Must be meticulous, able to work in team and work
• ITIL Foundation Certificate is Highly preferred