Job Description

Overall Job Function : As a Helpdesk Agent your main responsibility is to provide quality IT support service mainly to our users in Hong Kong time zone through all our channels (Phone, E-Mail, Chat and ticketing).

You need to have a good communication / language skill as you will be working close with the central competence groups internally and externally around the world.

The Help Desk Agent believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability.

Delivering exceptional customer and business results.

Job Responsibility including but not limited to :

Receive, manage, prioritize, escalate, close and communicate about errands from H&M users and vendors.

Ensuring quality in tickets, knowledge articles and self-service.

Providing support via phone, chat, email, and ticketing.

Troubleshooting and resolving single customer issues with Windows and Mac

Supporting Microsoft Office, Exchange, VPN, SharePoint, User Client Hardware, Mobile devices, user accounts and permissions.

Using remote administration tools to resolve issues on desktops, laptops, and printers.

Ensuring proper documentation, notification, tracking, and follow up of all incidents.

Qualifications

Minimum Candidate Qualifications :

Strong language skills in spoken and written English is a MUST

Fluent in Mandarin is an advantage

Diploma or above in IT related disciplines

Excellent communication skills and social skills and service-minded

Basic knowledge of tools used in service desk

Experiences from working in a multi-national and multi-cultural environment

Have ITIL foundation knowledge is an advantage

Able to travel occasionally (domestic and international)

Competencies :

Eager to learn IT knowledge

Strong team spirit

Problem-solving mindset

Responsible, able to work independently and with positive attitude

Self-motivated

Positive and optimistic to problem solving

Ability to meet and communicate with different persons.

Good sense of urgency

Additional Information

Working Hours (Shift rotation) :

Monday to Friday

7 : 00 - 15 : 30 , 8 : 00 - 16 : 30 , 9 : 00 - 17 : 30 , 9 : 30 - 18 : 00

Weekend and Public Holiday

7 : 00 - 15 : 00