Global IT Helpdesk Agent
H & M Hennes & Mauritz AB
Hong Kong S.A.R., Yau Tsim Mong

Introduction / Role Description We are looking for a skillful technician to work as 1st line Support Agent in our Global IT Service Desk in Hong Kong.


  • Provide quality customer service to all of our users through all our channels (On-site, Phone, E-Mail)
  • The primary responsibility is to answer support needs via telephone and email, registering calls to logging system and give initial support to users
  • To perform support according to defined processes and methods
  • Forward, escalate and follow-up calls to central competence groups internally and externally
  • To liaise with vendors for the maintenance of hardware and service for users
  • Key requirements for the person we are looking for :

  • To have strong language skills in spoken and written English
  • To have excellent communication skills and social skills
  • To be service-minded
  • To be a team player
  • To be an honest and humble person
  • To be a person who takes own initiative
  • To be willing and capable to learn new things, i.e. technology
  • To thrive in a fast pace environment and aim for constant improvements
  • To be able to travel occasionally (domestic and international)
  • Technical Requirements

  • User Client Hardware (PC / Laptop / Phone / Mobile phone)
  • Windows operating systems, Mac OS X
  • Microsoft Office
  • Active Directory
  • Printer / multifunction copier trouble shooting
  • Basic Networking
  • Requirements that is not mandatory, but a extra plus for the candidates

  • To have experiences from working in a multi-national and multi-cultural environment
  • To have at least two years of job experiences in a comparable position (Support in previous job)
  • To have ITIL v3 foundation knowledge
  • To have Knowledge on HP Service Center
  • The individual seeking for this position will get the opportunity to work on a global level in an IT office located in Hong Kong.

    The training will be done in Hong Kong and Sweden.

    After the completion of the training, the individual will have responsibilities to work in front end support for our Global Helpdesk.

    Interest parties please submit your application with updated resume and current / expected salary to jobs.hkit

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