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Job Summary

Our client, an established fashion retailer is looking for a IT Service Desk Analyst to join their team in Hong Kong.

The IT Service Desk Analyst will work within the Asia IT Team, reporting directly to the IT Manager. You will be responsible for delivering IT support across the business. Ensuring that you deliver a “hands on” approach to ensure all calls are promptly checked, progressed, and ultimately resolved.

Some travel across Hong Kong branches may be requested.

IT Service Desk Analyst Key Duties:

  • Supporting the business to ensure IT Calls are logged, progressed, and resolved in a timely manner
  • Chasing suppliers, colleagues or customers and updating the relevant ticket accordingly
  • Taking calls to give advice and support remotely, utilising the technical sites available to you
  • Deal with non-technical customers and executives and answer their queries to the best of your ability
  • Regularly check tickets to ensure they are not breaching SLA’s and proactively manage open issues
  • Take responsibility for the 1s Line Desk
  • Work closely with colleagues to expand your knowledge and understanding, ultimately to ensure that service tickets are resolved quickly and efficiently

Technical Experience:

  • Experience working within a Retail Business is preferable
  • Comfortable working to and performing to SLA’s
  • Minimum 3 years within a similar role
  • Experience with POS Systems and Support
  • Knowledge of ITIL processes would be beneficial
  • Microsoft desktop certification is desierable
  • Knowledge of ITIL v3/4 is desirable – alternatively growing you knowledge is accepted
  • Support knowledge of Microsoft SQL 2008 and 2012
  • Experience in device setups, such as iPad, iPhone and Laptops
  • Exposure to Casper MDM, SCCM
  • Experience dealing with desktop support issues, including Apple Mac, iOS, Windows 7+, Office 2016+

Personal Skills:

  • Organised with the ability to multi-task
  • Ability to work in a fast-paced and demanding role
  • A self-starter who can motivate themselves and their colleagues
  • Strong customer service and interpersonal skills
  • Ability to work efficiently to tight and demanding deadlines
  • Ability to communicate in English, Cantonese and Mandarin, spoken and written


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Job Summary

Reference: 12688

Location: Hong Kong, Hong Kong

Salary: Competitive

Contract: Permanent

Posted: 03 Aug 2021