Helpdesk Support Specialist

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China H&M Group Full time

Job Title: Helpdesk Support Specialist

At H&M Group, we're seeking a highly skilled Helpdesk Support Specialist to join our team. As a Helpdesk Support Specialist, you will be responsible for providing exceptional IT support services to our users in the Hong Kong time zone.

Key Responsibilities:

  • Receive, manage, prioritize, escalate, close, and communicate about issues from H&M users and vendors.
  • Ensure quality in tickets, knowledge articles, and self-service.
  • Provide support via phone, chat box, and ticketing.
  • Troubleshoot and resolve single customer issues with Windows and Mac.
  • Support Microsoft Office 365, Microsoft Azure, ZPA, VPN, user client hardware, mobile devices, user accounts, and permissions.
  • Use remote administration tools to resolve issues on desktops, laptops, and printers.
  • Ensure proper documentation, notification, tracking, and follow-up of all incidents.

Requirements:

  • Strong language skills in spoken English and Mandarin Chinese is a must.
  • 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.

Competencies:

  • Eager to learn IT knowledge.
  • Strong team spirit.
  • Problem-solving mindset.
  • Responsible, able to work independently, and with a positive attitude.
  • Self-motivated.
  • Positive and optimistic to problem-solving.
  • Ability to meet and communicate with different persons.
  • Good sense of urgency.

Additional Information:

Shift rotation: 80% of the time working hours are from 9:00 am - 5:30 pm. Around once/twice per month work early starting from 7 or 8 am. Around every 6 weeks work weekend/public holiday shift 7 am - 3 pm. Please note: Shift rotations may change depending on the team's circumstances. General term to set shifts happens every 6-8 weeks.

Benefits:

  • 5-day work week, day shift only.
  • 14-day annual leave up to 25 days per year.
  • Double pay, bonus, and flexible dollar benefits.
  • Medical, dental, and life insurance (cover Chinese medicine).
  • Good work-life balance option to work from home (2 days per week).
  • Staff discount.
  • Full on-the-job training.

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