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Desk Side & Technology Support Analyst

  • Job reference: CS-002468
  • Sector: Information Communications
  • Location: Hong Kong Office

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 7 years’ working IT experience
  • Good general understanding of Microsoft Windows 7 & 10, MS Office and MS Cloud solutions (One Drive, Intune) / Office 365
  • Understand principles of Service Level Agreements 
  • Ability to learn, understand, and apply new technologies
  • Good analytical & reporting skills
  • Able to work well in a team and with colleagues in other departments of the company
  • 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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