The Canadian International School of Hong Kong (CDNIS) is looking for an IT Service Desk Analyst / Specialist to join our IT department.

Reporting to the Head of Digital Services, IT Service Desk Analyst (SDA) plays a crucial role in providing exceptional technical support to students, staff, and parents at CDNIS.  The SDA works primarily in OneDoor, the centralized digital support center, providing a broad range of tier 1 & 2 technical support for teaching and business operations in CDNIS. The ideal candidate will possess strong technical skills, excellent communication abilities, and a passion for helping others.

Key Duties & Responsibilities                                                                                                                             

• Provides Tier 1 and Tier 2 service desk functions to support OneDoor digital services operations, delivering assistance and technical expertise for various issues related to hardware (desktops, laptops, and iPads), software, peripherals, and projects. 
• Support on-site audio-visual events and meetings that take place on campus. Arrange audio-visual equipment for meetings and various functions around the campus. Conducts feasibility studies and testing on software systems. 
• Assist in the setup, configuration, deployment and maintenance of IT devices such as desktops, laptops, iPads, and peripherals for staff.  Ensure the success and the rollout of MacBook and iPad 1:1 programme for students.
• Manage IT user accounts and assist users with account-related issues in a timely manner, including the onboarding and offboarding processes of staff, students and parents.
• Maintain accurate records of IT hardware and software with proper inventory controls throughout the asset lifecycle.
• Prepare technical documentation, included but not limited to user manual and inventory reports.
• Work closely with other IT team members for escalation and share knowledge to continuously improve service delivery.
• Liaise with vendors as necessary; obtain quotations for the provision of IT solutions; scheduling with IT vendors; working with IT vendors; verifying quality of work from IT vendors; acceptance of work provided by IT vendors.
• Performs other comparable IT duties as assigned that are within the area of knowledge and skills required by the job description.

Required Qualifications & Experience

• Degree in Computer Science or equivalent.
• Minimum three years of relevant working experience in an IT environment, demonstrating excellent customer service skills. Candidates with less experience may be considered for the role of IT Service Desk Specialist
• Proficient in supporting and managing Apple, Windows, Google, Active Directory, Azure and M365 environments.
• Experience in MDM tools, general office automation software, M365 and cloud solutions. Certifications such as Apple Certified Support, ITIL or other IT certification is a plus.
• Ability to analyze, interpret and use judgment in the resolution of problems.
  Ability to adapt, see and seize opportunities, work with others, display good customer service qualities
• Highly motivated, quick learner and problem solver. Takes initiative, outgoing and dynamic 
• Curious and passionate about new technologies 
• Excellent interpersonal and communication skills and proficient in English, Cantonese and Mandarin (oral and written)

Application Procedures

Please include a covering letter, a detailed résumé, current and expected salary, the names and contact information of three references and send by email.

CDNIS reserves the right to make an appointment at any time, even before the deadline mentioned if an exceptional candidate is identified early in the process. For this reason, interested and qualified candidates are encouraged to apply at the earliest possible time.

Safety is Our First Priority

CDNIS believes that every child has the right to grow up in a healthy, safe, secure and supportive environment.  As an institution CDNIS prioritises and promotes child protection above all else and adopts a strict zero tolerance policy towards the mistreatment or abuse of children.

CDNIS supports the International Task Force on Child Protection (ITFCP) Reports and Recommendations and we hold ourselves to a high standard of effective recruitment practices with specific attention to Child Protection.

As part of our safer recruitment procedures, CDNIS conducts pre-employment reference checks before confirming any appointment.  Furthermore, CDNIS requests all successful candidates to undergo criminal record checks at their local police and/or Sexual Conviction Record Check (SCRC) in Hong Kong.

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