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IT Support Specialist

2 months ago

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

Job Overview

As an IT Support Specialist, your primary role is to deliver exceptional technical assistance to our users, primarily within the Hong Kong time zone, utilizing various communication channels such as phone, online chat, and ticketing systems. Effective communication skills are essential as you will collaborate closely with both internal and external competence groups globally.

The IT Support Specialist thrives in a collaborative, transparent, and trust-based culture. Your focus will be on value creation, growth, and providing outstanding service to customers with full accountability and ownership, ultimately driving excellent business outcomes.

Key Responsibilities

  • Manage, prioritize, escalate, resolve, and communicate about requests from users and vendors.
  • Ensure high-quality standards in ticket submissions, knowledge articles, and self-service options.
  • Provide assistance through phone, chat, and ticketing platforms.
  • Troubleshoot and resolve individual user issues on Windows and Mac systems.
  • Support applications including Microsoft Office 365, Microsoft Azure, ZPA, VPN, and user client hardware.
  • Utilize remote administration tools to address issues on desktops, laptops, and printers.
  • Maintain thorough documentation, notifications, tracking, and follow-up for all incidents.

Required Qualifications

  • Proficient in spoken English and Mandarin Chinese is essential.
  • Diploma or higher in IT-related fields.
  • Strong communication and interpersonal skills with a service-oriented mindset.
  • Basic familiarity with service desk tools.
  • Experience in a multi-national and multi-cultural setting.
  • ITIL foundation knowledge is a plus.

Competencies

  • Eagerness to expand IT knowledge.
  • Strong team collaboration skills.
  • Effective problem-solving abilities.
  • Responsible, self-sufficient, and positive attitude.
  • Self-motivated with a proactive approach.
  • Optimistic and solution-focused.
  • Ability to engage and communicate with diverse individuals.
  • Strong sense of urgency.

Additional Information

The position involves shift rotations, with the majority of working hours from 9:00 AM to 5:30 PM. There may be occasional early shifts starting at 7 or 8 AM, and weekend/public holiday shifts approximately every six weeks. Please note that shift patterns may vary based on team needs.

Benefits

  • Five-day work week with day shifts only.
  • Annual leave of 14 days, increasing up to 25 days per year.
  • Competitive salary with double pay, bonuses, and flexible benefits.
  • Comprehensive medical, dental, and life insurance, including coverage for traditional Chinese medicine.
  • Good work-life balance with the option to work from home two days a week.
  • Employee discount on all H&M Group brands.
  • Comprehensive on-the-job training provided.

Inclusion & Diversity

H&M Group is committed to fostering an inclusive, diverse, and equitable workplace. We believe that a diverse team enhances our ability to address challenges and fosters a positive environment for all employees.

About H&M

H&M is a fashion brand dedicated to offering the latest styles and inspiration, balancing quality and affordability in a sustainable manner. Learn more about H&M and our commitment to fashion and quality.