Posted 15 November 2021

HELPDESK ANALYST

Hong Kong

The Helpdesk Analyst is responsible for collecting information through a user conversation, accessing support tools, and additional senior support staff as needed. Problems beyond the scope of their ability or responsibility are resolved by engaging or escalating in a timely manner to other resources from IT, Systems Development, or Digital departments’ senior staff members.

Duties and Responsibilities

  • Act as a single point of contact for phone calls and emails to ticketing system from staff regarding IT issues and queries.
  • Lead and coordinate with overseas offices, and all IT and AV vendors to set up all related equipment, and ensure smooth on-site operation, for auctions and events in HK and Asia.
  • Troubleshooting for any IT issues, including hardware and software, for daily operation in the office, such as staff laptop functionality,  printing , server , internet access, laptop configuration etc . 
  • Maintain a good balanced stock level for all IT equipment to support the day-to-day office operation, salesroom, events and any adhoc requirement.
  • First line support – troubleshooting related problems from in-house application software to hardware, such as general web application support, basic website publishing, IPhone, Laptops, PCs and Printers.
  • Troubleshoot basic network issues.
  • Escalate unresolved calls to the infrastructure, application, and digital support teams.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • To arrange for external technical support where problems cannot be resolved in house.

Professional Skills and Experience

  • Incident Management experience – Managing incidents including business expectations and communication.
  • Demonstrated ability to learn customer support processes and techniques.
  • Strong analytical skills, problem solving and attention to detail.
  • Competency in MS Office Suite. Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office.
  • Moderate MacOS knowledge.
  • Competency in call center tracking and/or ticketing tools.
  • Basic Active Directory knowledge. Creating user accounts, password Management, Security Group management.
  • MDM account management and provisioning.
  • Strong knowledge of Internet browsing applications with emphasis on Chrome, Safari, Firefox, and IE.
  • Experience with using and troubleshooting Office within a network environment a plus (permissions, calendar sharing, and delegation).

Education and Training

  • 2 - 3 years previous IT Service Desk and/or Call Centre experience required.
  • BA/BS in Computer Science/Computer Engineering or comparable working experience.

Personal Attributes

  • Proactive with excellent organization skills.
  • Be a self-motivated achiever who gains satisfaction from providing excellent customer service.

Working Conditions

  • Periodic evening/weekend coverage for Events/Sale season as needed with advanced notice.