EIRE Systems is looking for a Service Desk Analyst to join our team in Hong Kong. The purpose of the role is to ensure that end-user tools (work station, printer etc.) and the corresponding technical services (email, technical directories, office tools, security) all operate smoothly.

This team also facilitates mobility through new offers especially for laptops, SmartPhones, tablets and  remote access. This is the department responsible for all end users support activities and the position is within Service Desk team (L1 support)

The Service Desk Analyst provides support for basic incident resolution and requests reported to the regional service desk:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Receiving, logging and managing  calls from internal staff via telephone and email
• 1st line support : troubleshooting of IT related problems (excluding applications)
• Escalate unresolved issues/requests to the corresponding helpdesk (L2 support)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed.

Challenging and fast paced environment:

• Fluent in English
• Excellent communication skills and telephone manner.
• Effective listening and attentiveness skills
• Excellent organizational skills
• Willingness to improve and to learn
• Customer service orientation and/or prior customer service training
• Banking experience will be advantageous but not mandatory

EIRE Systems is a leading independent provider of professional IT services to the financial, insurance and multinational sectors in Hong Kong and throughout the Asia Pacific region. EIRE Systems has expertise across a wide spectrum of Information Technologies, with a track record for successfully completing hundreds of assignments since its establishment in 1996.

We provide professional IT services, both project-based and ongoing operational support, in three main areas:

• IT Managed Services
• Project Management
• IT Consulting 
  

With offices in Tokyo, Hong Kong, Singapore,  and Shanghai, EIRE Systems is in a position to provide local, regional, and global IT strategy and technology solutions at all levels to our clients.