Responsibilities:

• Provide effective incident management and service fulfillment support for end‑users.
• Ensure smooth operation of end‑user support and maintenance activities.
• Act as the single point of contact (SPOC) for IT support requests.
• Record and respond to support requests via phone, email, online portal, or mobile app.
• Offer basic technical assistance over the phone and remote support using tools such as Teams, SCCM, and Remote Assistance.
• Coordinate or escalate unresolved requests to appropriate teams or vendors.
• Dispatch responsible parties or vendors to resolve incidents or fulfill requests.
• Notify end‑users of maintenance activities or service outages.
• Post and update timely information on the status of support requests.
• Maintain the IT Service Desk operations manual, including call logging instructions, vendor contacts, FAQs, and escalation workflows.
• Conduct regular IT service performance surveys with end‑users as requested.
• Report service level statistics and provide monthly management reports with trend analysis, improvement recommendations, and planning.
• Define procedures for measuring end‑user satisfaction, conduct annual surveys, and deliver analysis reports for review and planning.

Requirements:

• Diploma from a registered post‑secondary college or equivalent.
• Basic knowledge or experience with office automation tools and software (e.g., Microsoft Office, Outlook, browsers, scanning software) and ability to configure and troubleshoot desktops, laptops, tablets, and peripherals such as printers.
• Candidates with over 5 years of experience may be considered for senior grade.
• ITIL v4 Foundation certification or above is an advantage.
• Fluency in Cantonese and English required; proficiency in Putonghua preferred.