ISM Technician- Hong Kong

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Job Description:

• Responsible for the successful delivery of all BAU Technology and Voice tasks.

• Instrumental role for the successful delivery of IT relocation projects, undertaking the full audit and preliminary works promptly and to thehighest standards.

• Hardware Inventory Management ensuring stock levels are constantly monitored.

• Hardware request and receipt through our internal ordering system.

• Actively monitoring the ticket queue and managing requests through to completion.

• Housekeeping on IT rooms.

• Supporting events like annual Power down – post desk checkouts (PC/monitors/Mouse + Keyboard/desk phone/headset/webcam).

• Supports hardware decommissioning events.

• Supports Business moves / changes – ensure involvement in early stages of planning.

• Managing escalations through to conclusion.

• Manage client expectations.

• Setup and installation of Temporary training rooms / Office wide events – Expo’s.

• Comms room patching.

• Supports work from home hardware requests.

• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.

• Manage own workload to ensure that assigned activities are completed within targets defined within SLA’s/OLA’s.

• Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.

• Work across lines of service to ensure a coordinated approach to providing support for the customer.

• Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results.

• Perform basic troubleshooting, system upgrades and replacements for employees.

• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.

• Evaluate user requests and requirements and recommend effective technological solutions.

• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.

• Will be required to work outside business hours and participate in additional weekend work.

• Image/re-image computers, configure IP phones and mobile phones.

Responsibilities:

• Proven ability to work independently with little supervision as well as in a team environment.

• Excellent communication, interpersonal and customer care skills.

• Ability to work well under pressure and to tight timescales.

• Strong organizational and problem-solving skills.

• Knowledge of Windows operating system, applications, and computer hardware.

• Interacting with other support groups across multiple platforms.

• Experience using a help desk call management system.

• Technical grasp of strategic platforms such as Microsoft, Networks and Security, WAN, LAN.

• Industry standard certifications a plus (MCSA, A+, Network+, CCENT, CCT).

• Shell scripting experience a plus (Windows PowerShell, Perl, Windows cmd line).

• Experience in the financial industry.

• An understanding of ITIL Service Support and Delivery disciplines and methodologies.

• Focus on customer service.

Experience in a similar role

• 5 years + of relevant experience

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/similar posts within the Group/Company.