Company Description: A leading telecommunications and technology service provider offering comprehensive ICT solutions, mobile services, and broadband network infrastructure.

Location: Kowloon Bay

Nature: Renewable Contract (12 months)

Job Title: IT Service Desk Officer

Responsibilities

• Serve as the primary point of contact for end users requesting IT support and assistance.

• Manage daily operations for incident logging, service request processing, and ticket fulfillment.

• Ensure all incidents and requests are accurately logged, addressed, and escalated according to established SLAs.

• Deliver timely communications and updates to end users regarding ticket statuses.

• Track and report critical IT incidents to management teams in a prompt manner.

• Formulate, review, and maintain standard operating procedures and IT policy documentation.

• Coordinate user access management processes in accordance with IAM guidelines.

• Provide Tier 1 technical support for business applications and end-user systems.

• Support ongoing IT projects, including Microsoft software patch deployments, desktop support, and hardware installations.

Requirements

• Hold a Higher Diploma or higher degree in Information Technology or a related field.

• Possess at least one year of experience in a service desk or technical support role handling end-user issues.

• Demonstrate solid practical knowledge of Microsoft Office 365 enterprise products.

• Maintain a thorough understanding of IT incident management workflows and service desk delivery standards.

• Exhibit strong Tier 1 to Tier 2 technical support skills within a service desk environment.

• Demonstrate professional proficiency in both written and spoken English and Chinese.

Others

• Perform shift work covering a monthly total of 185 hours across morning, evening, and night operational windows.