Service Desk Specialist (User & VIP Support, ITIL)

Salary: $30,000 – $45,000 per month

Responsibilities:

• Provide 1st and 2nd level IT support including desktop-related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.

• Troubleshooting and resolving single-customer issues with Windows

• Supporting Microsoft Office, Exchange, VPN, SharePoint, and User Client Hardware, Mobile devices, user accounts and permissions.

• Using remote administration tools to resolve issues on desktops, laptops, and printers.

• Ensuring proper documentation, notification, tracking, and follow-up of all incidents.

• Manage and mentor the on-site team in Asia Pacific

• Manage vendors for Project Delivery

• Update policies, procedures, and documentation relevant to the project or operation

• Ensure compliance with standards, policies, and processes

Requirements:

• University degree in computer science or equivalent experience in IT

• At least 5 years of work experience in large enterprise companies in related roles

• Strong knowledge of User & VIP Support and ITIL methodology

• Proven ability in project and team management

• Familiar with Mac and Windows OS systems

• Pleasant with good telephone manner, mature and independent

• Able to work under pressure, self-motivated, strong problem-solving and analytical skills

• Strong data analytics, communication & interpersonal skills

• 7X24 standby support is required

• Travel is required on demand

• Proficiency in both spoken and written English, Cantonese and Putonghua