Service Desk Officer
Summary
First-line IT service desk officer: logging and escalating incidents and user requests per SLAs, providing Tier 1 application support, IAM access management, and desktop/printer support including Microsoft patch and release management. Requires Office 365 knowledge; onsite and WFH shifts across multiple Hong Kong locations.
Salary: $15,000 – $16,000 per month
Working Hours: Mon-Fri 9am-9pm (onsite), Sat or Sun 12pm-9pm (WFH)
Multiple locations: Kwun Tong, Causeway Bay, Kowloon Bay, Kai Tuk
Key responsibilities
Ensure all IT incidents and user requests are properly logged, responded and escalated per pre-defined SLAs
Ensure prompt response and communication to users
Track and report the status of all critical incidents to management
Develop, review and update IT SOPs, policies and procedures
Coordinate and provide support to IAM users access management
Provide Tier 1 support on applications
Support projects of MS Patches / Releases Management, Desktops Support and PC & Printer installations
About you
Holder of Higher Diploma or above in IT related discipline
1 year of work experience in Services Desk or Technical Support to handle IT incidents and queries from end-users
Good knowledge of MS Office 365 products
Full awareness of IT Incidents Management Workflow and delivery of Service Desk Services
Knowledge of tier 1 to 2 IT support in the services desk environment