IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Contract Type: Permanent
Location: Hong Kong
Reference: 16477 (01_190718)
Contact Name: Jack Pan
Contact Email:
Job Published: July 19, 2018 09:59

Job Description

To provide an exceptional level of IT support service to the business and external clients.


  • Take ownership and manage tickets you have received or been assigned, either resolving or escalating to the appropriate team.
  • Support packages including Service Management Tools e.g. call logging software, remote access tools such as Remote Assistance and RDP
  • Provide trouble shooting for 1st line issues including but not limited to Microsoft office, Internet, mobile working, worksite, document management, Lync.
  • Provide a high level of customer service within agreed SLA's
  • Work with other service desk teams to provide a seamless service to the business
  • Ensure processes are adhered to and bring new ideas to the team
  • Effectively and efficiently manage customer queries, ensuring that all relevant information is collated and stored in an accurate and timely manner
  • Develop and maintain relationships with all areas of the business


  • High level of IT literacy
  • Exceptional customer service skills
  • Diligent with a strong attention to detail
  • Strong communications skills with fluent verbal and written English and Cantonese
  • The ability to communicate effectively at all levels with both the business and other IT Departments
  • Good team player
  • Self-motivated, enthusiastic and proactive
  • Possess excellent problem-solving skills
  • Able to organise and manage own time, prioritise and meet deadlines
  • Ability to learn new technologies quickly
  • Ability to work in a highly pressurised/stressful environment
  • Experience of delivering IT support within a corporate organisation 

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