Desk side support

Project Deteails

Industry: Banking and Finance

Office Location: Cheung Kong Centre (Central)

Work Hours: 8am to 7pm (shift for 9 hours including lunch time) | Mon – Fri | Working days

Weekend/OOH Work Requirement:

ADHOC weekend and out of office hours' activities. Candidate is required to participate in such activities which vary from Power Down, network verifications, desk moves, etc. but are not frequent and will be made known in advance.

Job Description

Role

The IT Support engineer will be working within a team structure to provide world class IT services to HCLs client. The IT Support engineer and the Local IT team will provide a full range of IT related services onsite as well as dispatch, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile devices.

Responsibilities

• Provide onsite hands-on technical support and insightful advice to customers

• Focus on providing customers with best-in-class support experiences

• Listen and in take all customer queries, requirements and needs with patience and empathy

• Educate & share with customers on new technology and processes to enhance technology adaption

• Provide guidance and training to customers on current technology and IT policies

• Promote self-help through the use of Knowledge Base and technology specific portals

• Provide continuous improvement on end user services offered to customers

• Manage customer expectations accordingly to enhance IT Support experience.

• Duties:

• You will diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.

• Provide customers with training and advice on client technologies and updates during service visits

• Perform IMAC activities

• Utilize Service Now tool to record and track all incident related to service calls

• Work with Local IT team to provide coverage for a full business day

• Provide written documentations, updates, and root cause analyst on IT issues to management as needed

• Create knowledge articles for new issues discovered where there're no existing KBs

• Provide feedback on potential issues or concerns to mitigate risks in the future

Skills Required

• General:

• Communicative, friendly, and reliable

• Good level of spoken and written English

• Basic Technical skills:

• Microsoft Office Products

• Microsoft Operating System (Windows 10/11)

• Hardware and provisioning (PC/Notebooks/Printers/Smartphones)

• Mac Operating System

• Security knowhow

• Usage of Ticketing Tools

• Enhanced Technical skills:

• Structure and functionality of IT networks and the components (basic)

• Microsoft Active Directory

• Mobile Office (VPN-Solution, iOS devices)

• Virtual Desktop troubleshooting(basic)

• ITIL or process knowhow

• IT Security (basic)

• Job type: Direct Placement Division: eTeam Workforce Limited- HK Reference: 25-06352