IT Support Analyst
Hong Kong

Service Management

  • Support end-users on both hardware and Software applications
  • Troubleshoot physical and virtual desktop and system problems, diagnose and solve hardware / software incidents / problems
  • Follow ITIL incident and problem management processes
  • Log and update incidents and requests in the Service Desk tool
  • Management & distribution of mobile, computing, & software assets based on approved requests from the business
  • Creation of "cheat sheets" to enable business users
  • Contribution to the Service Desk Knowledge Base
  • Support activities relating to system maintenance and system upgrades conducted in and out of normal working hours
  • Deliver excellent Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
  • Technical

  • Install, maintain and support new PCs and applications
  • Ensure that patching and anti-virus updates are carried out promptly and effectively
  • Configure, deploy and support PC hardware and software using the corporate standard build process
  • Ensure that laptops, PC’s and other access devices are deployed and maintained to meet business requirements
  • Provide Video Conferencing support
  • Basic network troubleshooting
  • Administer backups and restores
  • Administer Active Directory and starter / Leaver activities
  • Working with Managed Service Provider ensure IT infrastructure (servers, network and storage devices) is built to agreed specification and supported
  • Required Qualities, Skills and Experience


    Customer first" attitude essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard

  • Strong communication skills, with the ability to explain complex issues clearly and communicate with a wide range of stakeholders
  • Excellent analytical skills, to identify issues, understand key factors and propose solutions
  • Ability to manage self and prioritise workload
  • Excellent written and verbal communication skills
  • Excellent customer facing / customer service skills
  • Experience of working in a professional services environment, or ideally, within an Architecture / Design environment
  • Technical

  • At least 3 years’ experience of IT support in a Microsoft environment (O365)
  • Knowledge of Active Directory / Group Policy (Microsoft)
  • Experience of HP Servers, Cisco (Meraki) networking and storage setup and support
  • Experience of PC build and deployment
  • Experience of AV and security tools and principles (Sophos, Mimecast)
  • Experience of using a service desk tool
  • Experience of Backup / Restore systems and procedures
  • Experience of working with CAD tools (Autodesk, Sketchup, Enscape)
  • Experience of Cloud technologies (Azure)
  • Experience of Virtual Server technology (Windows HyperV)
  • Experience of Virtual Desktop technology (VMWare Horizon)
  • Other Requirements

  • Occasional travel to offices in the APAC region (once lockdown permits)
  • Occasional need to work outside of normal office hours e.g. to support planned system maintenance
  • Carry out tasks which require lifting
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