About the role:

We are seeking a dynamic and customer focused IT End User Support Specialist to join our ITHelp support team.

In this role you will be helping people to make best use of our tools by providing  1st and 2nd Level workplace support to our end users in Hong-Kong and other regional remote offices in a customer-oriented manner.

This position includes the following responsibilities for

1st and 2nd Level support :

• Respond to requests for support in a timely manner; use judgment to set priority, monitor progress, and apply escalation procedures for requests or incidents as necessary
• Assist users in making more effective use of their workplace systems, products and services, by providing support, advice and ‘light’ training
• Make initial diagnosis of any problems and apply known solutions where applicable, demonstrate creative thinking in applying knowledge to non-standard situations
• Provide an effective interface between users and service providers; this includes documenting incidents, monitoring progress and ensuring all diagnostic information is provided for error resolution and incident analysis with high attention to detail
• Ensure IT Help service coverage during service hours
• Test, install, and deploy workplace products and services, including regular upgrades
• Provide event support for video conferences, meetings, forums, etc.
• Maintain IT inventory and knowledge database
• Provide local support for testing and roll out of new software packages
• Perform access administration in line with company policies

IT Training & Education :

• Understand the full range of IT solutions and tools
• Identify gaps between user needs (documentation and training) and what exists
• Develop the end user documentation with the aim to improve user knowledge and self sufficiency