Helpdesk Agent

Job Description

Overall Job Function: As a Help desk Agent your main responsibility is to provide quality IT support service mainly to our users in Hong Kong time zone through all our channels (Phone, Online Chat box and ticketing). You need to have a good communication / language skill as you will be working close with the central competence groups internally and externally around the world.

The Help Desk Agent believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.  

Job Responsibility including but not limited to:

• Receive, manage, prioritize, escalate, close and communicate about errands from H&M users and vendors.  
• Ensuring quality in tickets, knowledge articles and self-service.   
• Providing support via phone, chat box, and ticketing.

• Troubleshooting and resolving single customer issues with Windows and Mac 
• Supporting Microsoft Office 365, Microsoft Azure, ZPA, VPN, 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. 

Qualifications

Minimum Candidate

Qualifications

• Strong language skills in spoken English and Mandarin Chinese is a MUST 
• Diploma or above in IT related disciplines
• Excellent communication skills and social skills and service-minded 
• Basic knowledge of tools used in service desk
• Experiences from working in a multi-national and multi-cultural environment
• Have ITIL foundation knowledge is an advantage

Competencies:

• Eager to learn IT knowledge 
• Strong team spirit 
• Problem-solving mindset
• Responsible, able to work independently, and with a positive attitude 
• Self-motivated 
• Positive and optimistic to problem-solving 
• Ability to meet and communicate with different persons. 
• Good sense of urgency

Additional Information

Shift rotation: 80% of the time working hours are from 9:00 am - 5:30pm

Around Once/Twice per month work early starting from 7 or 8 am

Around every 6 weeks work Weekend/Public holiday shift 7am - 3 pm

Please note: Shift rotations may change depending on the team's circumstances. General term to set shifts happens every 6-8 weeks.

To find out more about your life as a helpdesk agent click here

Other Benefits

• 5 day work week, day shift only
• 14 Day Annual Leave up to 25 days per year
• Double pay, bonus, and flexible dollar benefits.
• Medical, dental, and life insurance (Cover Chinese medicine)
• Good work-life balance option to work from home (2 days per week)
• Staff discount
• Full on-the-job training.

Benefits
We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

Inclusion & Diversity
H&M is a part of H&M Group. At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.

We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases. 

  About H&M 

H&M is a fashion brand that offers the latest styles and inspiration, from fashion pieces and unique designer collaborations to affordable wardrobe essentials. Our business idea is fashion & quality at the best price in a sustainable way. Learn more about H&M here .