Regional Helpdesk Support
Cake (Havas)
Hong Kong

Agency : Havas IT

Havas IT

Job Description Summary :

The position will focus on second shift IT support (2PM-10PM) on hardware, software, and infrastructure for the Havas North Asia offices located in Beijing, Guangzhou, Hong Kong, Seoul, Shanghai, Taipei, and Tokyo.

This role will report to the Regional Helpdesk Manager in Hong Kong and will be based out of our Central, Hong Kong office.

Job Description : Responsibilities


System / networking support

  • Performing triage on all incoming tickets
  • Monitor the IT System health status, network performance and security control for the North Asia region
  • Documentation of any identified problems using the ITIL problem process
  • Breaking down of Tier 1 incidents to identify problems that frequently occur at the service desk then identifying and implementing solutions
  • Managing system outages and impairments to quickly identify the root cause and coordinate the resolution between the infrastructure and development teams
  • Acting as the primary means of communication during a system outage or degradation by providing clear and concise communication to end users
  • Reporting application outage / degradation metrics and a summary of the root cause analysis to the business
  • Working with third party vendors to resolve system issues for externally hosted systems or core functionalities of a SaaS application
  • Helpdesk support

  • Perform IT helpdesk support including call handling, follow-up action, coordination, and escalation
  • Provide hardware and software maintenance support to users and on-site system health check
  • Working incidents assigned to the Application Support team which could include user requests, defect troubleshooting and identification, and individual end-user training on system functionality
  • Assisting in configuration of user roles and access based on business needs for each application
  • Qualifications

  • Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or the equivalent will be an advantage
  • 3 years’ experience in IT field, preferred with experience in MNC
  • Experience with Windows and Mac system and end user support are preferred.
  • Experience with application support
  • Good Knowledge in MS Windows, Windows Server, MS office, TCP / IP, Active Directory
  • Good written & spoken English, Cantonese & Mandarin
  • Self-motivated, strong problem solving & analytical skills
  • Good teamwork spirit, open mind, and communication skill
  • Willing to learn new technology and skill
  • Skills : Contract Type :

    Contract Type : Permanent


    Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination.

    We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.

    Due to high volume of applications, only eligible or matching candidates will be contacted by us.


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