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Helpdesk Engineer / Service Desk Support

Seamatch Asia Limited·Human Resources Management / Consultancy
HK $18K-24K/Month
No degree required
1 to 3 yrs exp
HK Residents Only
5 days per week

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Job Description

Job Responsibilities

  • Act as the first point of contact for IT support via phone, email, MS Teams, and ticketing systems.
  • Troubleshoot and resolve issues with desktops, laptops, printers, and peripherals (using tools like AnyDesk/BeyondTrust).
  • Provide support for Windows 10/11 (updates, patching, software installs).
  • Manage user accounts in Active Directory, Microsoft 365, and Exchange.
  • Handle network issues (LAN/WAN, VPN, Wi-Fi).
  • Support Microsoft 365 apps (Outlook, Teams, Word, Excel, PowerPoint, SharePoint).
  • Log and track tickets in ITSM tools (e.g., ServiceNow, Remedy), meeting SLA targets.
  • Strive for First Call Resolution by using knowledge base articles and expertise.
  • Escalate complex issues to Level 2 support or vendors, keeping users updated.
  • Process IT service requests accurately and efficiently.

Requirements

  • Previous experience in IT support/service desk (enterprise environment preferred).
  • Good knowledge of Windows 10/11 and Microsoft 365.
  • Experience with ITSM/ticketing tools (e.g., ServiceNow, Remedy).
  • Strong troubleshooting skills and ability to guide users remotely.
  • Knowledge in user experience (UX) principles
  • Good communication in Cantonese, and intermediate English.
  • Customer-focused, patient, and professional.
  • Willing to work shifts, including weekends.

Nice to Have

  • Knowledge of MacBook, iPad, and mobile device support.
  • ITIL Foundation certification.
  • Basic network troubleshooting experience.

Languages
English
Cantonese
Mandarin
Skills
IT Helpdesk
Incident Management
ticketing system
remote troubleshooting
Networking

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Carmen Ho
Seamatch Asia Limited · Admin Department

Job Location

Kowloon Bay-Kowloon Bay, Kwun Tong

Kowloon Bay

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Direction


Company Overview
Seamatch Asia Limited, a trusted recruitment partner specializing in IT and technology sectors since 2003. We have successfully supported numerous organizations with both contracting and permanent placements, and we would love the opportunity to explore how we can add value to your recruitment efforts—whether for current openings or future needs. About Seamatch Asia: • Established in 2003, focused on IT & Technology recruitment • Over 1,500 contractors currently on our payroll • Committed to delivering top-quality CVs with the fastest turnaround times • Expertise in both technology roles (cybersecurity, programming, cloud, data analysis, etc.) and non-technology roles (digital transformation, compliance, HR, ESG) • Access to over 150,000 candidate profiles in Hong Kong Our valued clients include: • Leading banks and financial institutions in Hong Kong • Government contracts, including 1,000 contractors for the Gov DPO (out of 4,000) • Tier 1 multinational IT vendors such as HP and Oracle • Major commercial companies like PCCW HKT • Semi-government organizations including SFC and TDC • Public utilities such as MTR and Hongkong Electric We pride ourselves on offering excellent value and personalized service tailored to your unique recruitment challenges. I would be delighted to arrange a brief meeting at your convenience to discuss how Seamatch Asia can support your team. Thank you for considering this opportunity. I look forward to your response.
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