1st Line Support Analyst - HK

Information Technology Hong Kong, Hong Kong


Job Responsibilities: 

  • Provide quality system support to all users in an approachable and courteous manner.
  • Strive to meet or exceed all operational and SLA’s.
  • Adhere to policies, procedures, processes and documentation.
  • Respond to incoming telephone calls and emails.
  • Inform users on appropriate action.
  • Document customer requests in the call tracking system.
  • Provide and assist with 1st and 2nd level technical software/hardware support.
  • Identify and escalate problems to appropriate resources in a timely manner.
  • Monitor open tickets and take appropriate action.
  • Provide documentation to end users through self-help guides.
  • Research questions using available information resources.
  • Stay current with system information, changes and updates.

Required Skills: 
  • Previous IT Helpdesk/Support role with up to three years’ experience is a plus.
  • Experience in handling service related calls where every ticket is to be resolved against SLA’s is a plus.
  • Knowledge of both hardware and software support, Windows 7/10 certification.
  • Knowledge in Microsoft Office 2013/2016.
  • Knowledge in mobile device setup and troubleshooting.
  • Knowledge in Active Directory user management.
  • A technical aptitude with strong PC literacy skills.
  • The ability to follow policies and procedures of the support desk.
  • Willing to assist during non-working hours (ie. Weekends) for emergency maintenance or projects that require zero to little down time for users in the office.

Required Competencies:
  • Fluent speaking and writing in English.
  • Excellent verbal and written communication skills is a must.
  • You will pay great attention to detail, passionate about quality and customer service with a problem-solving mindset.
  • Strong customer service experience to ensure a seamless service for users.
  • The ideal candidate will have the ability to prioritise, multi-task and work well under pressure.
  • You will have strong organisation, planning and prioritising skills.
  • Ability to work autonomously and take your own initiative.
  • Flexible and adaptable.
  • You will be able to work in a reactive environment.
  • Strong enthusiasm and a desire to learn and apply technical information in a fast-paced, demanding work environment.
  • The ideal candidate will have completed at least one module of the Microsoft Certified Desktop Support Technician (MCDST) or MCSA: Windows 10. If not, the candidate must be willing to complete..
Shift: 7am to 4pm