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ANALYST, REGIONAL SERVICE DESK

Job Summary

The Service Desk Analyst is responsible for providing technical support within the service desk team. This role involves resolving technical issues, implementing solutions, and optimizing service desk operations. The Service Desk Analyst will collaborate with various IT teams to ensure seamless IT service delivery and will play a key role in maintaining high standards of customer satisfaction and operational efficiency.

Job Description

•    Technical Support: Provide technical support for hardware, software, and network-related issues, ensuring prompt and effective resolution.
•    Problem Management: Identify root causes of recurring issues, implement long-term solutions, and document best practices.
•    System Administration: Perform system administration tasks, including server management, network configuration, and software deployment.
•    Project Involvement: Participate in IT projects, providing technical expertise and ensuring project objectives are met.
•    Training and Mentorship: Train and mentor junior service desk staff, fostering skill development and knowledge sharing within the team.
•    Customer Interaction: Maintain high levels of customer satisfaction by effectively communicating with users and managing their expectations.
•    Process Improvement: Analyze service desk operations and recommend improvements to enhance efficiency and service quality.
•    Documentation: Develop and maintain detailed documentation for troubleshooting procedures, system configurations, and process workflows.

 

Working Conditions:

  • May require after-hours work or on-call availability.
  • Primarily an office-based role with potential for remote work.

Education

  • Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
  • 2-3 years of experience in an IT support role, with demonstrated expertise in troubleshooting and system administration.

Skills

  • In-depth knowledge of operating systems (Windows, macOS, Linux), networking, and common IT infrastructure.
  • Proficiency in using and configuring remote desktop tools, ticketing systems, and IT management software.
  • Strong problem-solving abilities and analytical skills.
  • Excellent communication and interpersonal skills.
  • Language Proficiency: Fluency in both written and spoken Cantonese and Mandarin for effectively communicate with Mandarin/Cantonese-speaking clients. 
  • Certifications: Advanced certifications such as CompTIA Network+, CompTIA Security+,
  • Microsoft Certified Solutions Expert (MCSE), or equivalent will be an advantage.

Information provided will be treated in strict confidence and only be used for recruitment related purposes. All personal data of unsuccessful candidates will be destroyed on completion of the recruitment exercise.
9 Jul 2025
Contract (> =1 yr)

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