• Acting as the frontline IT contact for end users

• Daily operational control and management of the Incident/Request Process and services fulfillment

• Ensure all IT incidents and users requests are properly logged, responded and escalated per the 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 the IT SOPs, policies and procedures

• Coordinate and provide support to IAM users access management 

• Provide Tier 1 support on applications 

• Support the projects of MS patches/releases management, desktops support and PC & printer installations 

• F.5 or above

• At least 3-5 years of work experience in services desk or technical support to handle IT incidents and queries from end-users (Less experience will be considered as Servicedesk Officer)

• Good knowledge of MS Office 365 products

• Full awareness of the IT incidents management workflow and delivery of service desk services

• Knowledge of tier 1 to 2 IT support in the services desk environment 

• Proficient in English & Chinese

• Knowledge of ITIL-based service management processes including incident, problem and change management and ISO20000 best practices is preferable

If interested in the above post, please send full resume with academic background, work history, current and expected salary via [email protected]

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