Senior Specialist (Service Desk Support, Application Support, Access Management)

Job Description

• Act as the frontline IT contact for end users to provide prompt technical assistance.
• Manage daily operational controls for the incident, service request, and fulfillment processes.
• Log, respond to, and escalate IT incidents and requests according to defined service level agreements.
• Maintain effective communication with users and track all critical incidents to report status to management.
• Develop, review, and update standard operating procedures, policies, and operational documentation.
• Coordinate identity and access management processes for end-user access administration.
• Provide Tier 1 support for business applications to resolve user inquiries efficiently.
• Assist with projects related to Microsoft patches and releases, desktop support, and printer installations.

Job Requirements

Requirements

• Degree or Higher Diploma in Information Technology or a related discipline.
• Over 5 years of work experience in service desk or technical support handling end-user incidents.
• Strong knowledge of Microsoft Office 365 products and service desk workflows.
• Solid understanding of Tier 1 and Tier 2 IT support within a service desk environment.
• Fluent in written and spoken English and Chinese.

Employment terms

• Up to $100+ per hour, negotiable based on working experience.
• Part-time shift work requiring approximately 10 to 14 working days per month.
• Working window from Monday to Sunday, 09:00 to 18:00, with priority given to candidates available for Saturday and Sunday shifts.
• Secondment contract model.
• Onsite work arrangement at customer offices located in Kowloon and Hong Kong Island.