Classy Wheeler Hiring! Full Time IT Service Desk Officer (Frontline IT Support - Incident Management) in Hong Kong - Ricebowl

Company Description: A leading telecommunications service provider and innovator in Hong Kong, delivering comprehensive fixed-line, broadband, mobile, and enterprise ICT solutions to local and global businesses.
Location: Kowloon Bay
Nature: Renewable Contract (12 Months)

• Act as the primary frontline IT point of contact for end users and internal staff
• Execute daily operational control and management of the incident/request process and service project fulfillment
• Ensure all IT incidents and user requests are properly logged, responded to, and escalated according to pre-defined SLAs
• Maintain prompt communication and deliver timely responses to end users
• Track and report the status of all critical incidents to management
• Develop, review, and update IT standard operating procedures, policies, and guidelines
• Coordinate and provide support for identity and access management user access workflows
• Provide Tier 1 application support and assist with MS patches/releases, desktop support, and PC and printer installations

Requirements

• Holder of a Higher Diploma or above in an IT-related discipline
• Minimum 1 year of work experience in a service desk or technical support role handling IT incidents and queries
• Solid knowledge of Microsoft Office 365 products and Tier 1 to Tier 2 IT support in a service desk environment
• Full understanding of the IT incident management workflow and service desk delivery standards
• Proficient in spoken and written English, Cantonese, and Putonghua

Employment Terms