Job Description:

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 make the 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:
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. Provide 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. Document incidents, monitor progress, and ensure 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 rollout 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 to improve user knowledge and self-sufficiency.

Qualifications:
About you:
Your technical expertise includes:
• In-depth knowledge of Windows 11 (both physical and virtual PC), iOS.
• Strong local and remote support of MS Office 365 and MS Intune.
• Knowledge of Active Directory (account & device administration).
• Video and Telephone Conference systems - Teams.
• Remote Access and Network security technologies e.g., RSA.
• ServiceDesk Ticketing and Asset Management tools. Knowledge of Cherwell would be a plus.
In addition, you bring the following skills and experience:
• Financial services experience (insurance, banking, hedge fund) a plus.
• Good interpersonal and communication skills. Ability and comfort supporting all levels of an organization.
• Analytical, conceptual, and problem-solving skills.
• High self-motivation and organizational skills with the ability to deal with priorities and to work under pressure.
• Good team player with sensitivity to cultural differences. Ability to develop effective working relationships across the organization and geographic locations.
• A quick grasp for understanding organizational structures.
• Strong interest in emerging technologies and market trends.
• Willingness to work in shifts or with defined schedules.
• Proven track record in completing assigned work on time.
• Fluent in English.
• ITIL Foundation V4 a plus.

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