Our client is a multinational firm that is headquartered in Hong Kong and has presence in over 15 countries across Asia, Europe and America.

They are looking for an IT Support Analyst to join their IT Operations team to provide L1/L2 support to users across their Hong Kong, which includes IT incidents and service requests.

Why should you apply?

• Stable company and financial performance over the years
• Opportunity to work in an international firm with diverse team members
• Career progression and internal mobility opportunities
• Well-furnished office and friendly company culture

Job duties

• Handle incidents and service requests, ensuring timely resolution within SLAs and proactively identify recurring issues to enhance customer service and internal operations
• Monitor self-service portals to aid incident resolution and improve operational efficiency
• Manage IT asset lifecycle, ensuring proper functioning of meeting room devices, updating systems, providing equipment to new users, and monitoring stock levels for replenishment
• Manage vendor relationships, obtain quotations, oversee purchasing and invoicing for IT equipment and licenses to optimize cost-efficiency
• Collaborate with vendors for timely equipment delivery and interact daily with internal stakeholders at various organizational levels, including remote and global office workers

Job requirements

• 3 to 5 years of work experience in Level 1 / Level 2 support roles in hardware, software, desktop, end-user, etc
• Strong understanding of Desktop/Laptop hardware, network security and firewall (e.g. Cisco)
• Proficiency in Microsoft Office 365 Suite (e.g. Administration, Teams, Outlook) is required
• Experience with IT asset management including inventory check, equipment and device setups during onboarding is necessary
• Knowledgeable about ticketing systems for issue tracking and resolution such as Service Now or similar platforms
• Demonstrate a customer-centric mindset with strong communication skills in English