About The Role

Position Description

The IT End User Services Team is seeking a Desktop Support Analyst with focus on VIP user support to provide comprehensive support and solutions to the end users, ensuring smooth operation of desktop systems, software, and hardware. The ideal candidate will possess strong technical skills, troubleshooting expertise, and a customer-oriented approach.

Key Areas of Responsibilities

Act as the primary point of contact for VIP users, delivering high-level technical support with a personalized touch
Provide expedited response and resolution to technical issues faced by VIP users, ensuring minimal disruption to their workflow
Install, configure, and troubleshoot desktop systems, peripherals, and applications
Responsible for video conferencing management and offsite presentation support
Collaborate with IT Help Desk and other IT teams to escalate and resolve complex technical issues
Assist in maintaining IT inventory and asset management records
Ensure compliance with IT security policies and procedures
Stay updated on technological advancements and recommend improvements to enhance end-user experience

Requirements

Bachelor's degree in IT or related field (or equivalent experience)
Around 3 years experience in desktop support roles, preferably in the financial services or investment banking sector
Strong knowledge of Windows and Mac OS, Microsoft Office 365, and basic networking concepts
Excellent troubleshooting skills and ability to identify and resolve technical issues
Knowledge on ITIL service desk related processes
Exceptional customer service and communication skills
Fluent in Mandarin, Cantonese and English for effective communication with bilingual users
Ability to work independently and as part of a team in a fast-paced environment

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