Deskside & Technology Support Analyst
- Corporate
- Hong Kong
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Responsibilities:
- General troubleshooting and support of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and My IT system;
- Management of 2nd line incidents and service requests assigned via queue system
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request & Incident Best Practice guidelines
- Deploy and setup desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- PC maintenance – installation of Graphics cards and memory
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests;
- Support and troubleshooting of meeting room equipment such as Polycom Video Conferencing and Trio telephones
- Work with global team colleagues to help analyse, resolve and see through issues
- Support the set-up of new offices, sites or projects across the local region
- Report to the Desk Side and Technology Support Manager, and assist in achieving local and regional objectives and projects
- Manage IT assets through their lifecycle of procurement, deployment and retirement
- Maintenance of local equipment rooms
- Help to develop, review and improve processes to maximize efficiencies within the team
- Exhibit a flexible approach to working on a Rota basis and provide cover when necessary
- Ability to deliver training to when required to local teams or departments
- Provide daily or weekly reports and updates on current issues
Requirements:
- At least 3 years’ working IT experience of an ITIL Service Management environment
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience of working to (and exceeding) Service Level Agreements
- Broad technical understanding of Microsoft Windows 7 & 10, MS Office and MS Cloud solutions (One Drive, Intune) / Office 365
- Ability to learn, understand, and apply new technologies.
- Business focused approach and good customer service skills
- Experience of data analysis and good numeracy, analytical & reporting skills
- Strong sense of responsibilities and self-discipline
- Able to communicate well with colleagues in other departments of the company
- Able to work well in a team and self-proficient
- Good command of spoken and written English and Chinese
Desirable:
- Customer Service Experience
- ITIL V3 Foundation Qualification
- Certification from Microsoft
- Working knowledge of supporting IT infrastructure
- Working knowledge of Service Now or a similar Service Management System
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