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.
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)
Eager to learn IT knowledge
Strong team spirit
Responsible, able to work independently and with positive attitude
Positive and optimistic to problem solving
Ability to meet and communicate with different persons.
Good sense of urgency