IT Service Desk Officer

Posted 04 December 2023
Salary Gratuity Bonus, 14 days AL, Medical Insurance
LocationHong Kong
Job type Contract
Discipline Software Development
Contact NameNicholas Ng

Job description

Job Responsibilities:

- Deliver technical support for workstation hardware, applications, corporate mobile phones, smart devices, email, printers, and network-related services both remotely and on-site.
- Assist in preparing meeting rooms for conferences requiring IT support.
- Set up and relocate workstations.
- Provide support and troubleshoot Azure Virtual Desktop access and issues in regular support.
- Escalate problems to the next level of support when necessary.
- Contribute knowledge by writing articles for the Knowledge Database, providing training, and facilitating forums.
- Generate accurate ad-hoc/standard dashboards and reports to communicate performance metrics in relation to SLA, and provide analysis and interpretation as needed.
- Coordinate with vendors and facility teams to ensure timely resolution of meeting room device issues.
- Maintain accurate inventory and documentation of meeting room equipment.
- Perform additional IT tasks as assigned.

Job Requirements:
- Hold a degree or diploma in Information Technology or a related field.
- Have 2-3 years of previous experience in a similar IT support role.
- Strong technical knowledge of workstation hardware, software applications, printers, iOS, smartphones, tablets, and network-related services.
- Familiarity with SaaS ITSM Suite tools like ServiceNow and JAMF Pro.
- Proficient in troubleshooting and problem-solving techniques.
- Knowledge of ITIL best practices and incident management processes.
- Strong analytical and reporting skills.
- Excellent communication skills to effectively interact with end-users and support teams.
- Good documentation skills and attention to detail.
- Self-motivated, proactive, and capable of working independently and collaboratively.

Knowledge and Technical Skills:
- ServiceNow
- Active Directory
- AVD/WVD support
- Microsoft SharePoint
- MS Intune
- iOS and Android OS
- Experience with AV systems is a plus.
- Familiarity with Mac OS and JAMF Pro is a plus.