1st Line Support Analyst - HK

Description

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.

• 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.

• 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..