1st Line Support Analyst - HK

This is a full-time 1st Line Support Analyst role at a company in Hong Kong, providing high-quality technical support to users. The role focuses on resolving issues efficiently and adhering to established policies and procedures, potentially exceeding operational and SLA targets. The ideal candidate will possess strong communication and problem-solving skills.

Requirements

• 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.
• Strong customer service experience.
• Strong customer service experience to ensure a seamless service for users.
• Prioritisation, multi-tasking and working well under pressure.
• Strong organisation, planning and prioritising skills.
• Strong enthusiasm and desire to learn and apply technical information.
• Completed at least one module of the Microsoft Certified Desktop Support Technician (MCDST) or MCSA: Windows 10.