Associate – Technology Helpdesk – Hong Kong

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Macquarie Group
  • 26 Jun 17

Associate – Technology Helpdesk – Hong Kong

About the role

We are looking for an energetic customer focussed individual to join our Technology team at Macquarie's Hong Kong office. This customer facing role requires a mix of both Helpdesk and Desktop Support skills. The successful candidate will initially be providing support at a walk up and remote based Service Desk function for technology based queries, however, there is opportunity for this role to develop into other business related queries in the future. As well as a general IT help and information point, the walk up Service Desk will be used to provide local technology training and as a hub to provide loan equipment, a repair service, and promotion of IT products.

As a first point of contact for all staff with a query around Technology within Macquarie, you will have immediate impact on the service to the business and be the face of technology. It is essential that you have excellent communication skills, are able to think on your feet, have a flexible and easy-going manner, the ability to multi-task and prioritise as well as work effectively with minimal supervision.

As a customer facing team we are motivated to continually improve our services and are passionate about creating an outstanding customer experience.

Other responsibilities include:

  • Delivering exceptional customer service to the business, ongoing training for this will be provided.
  • Communicating with colleagues and customers in a clear and concise manner, both verbally and in writing.
  • Upholding the service standards and expectations of the team, ensuring that the team goals are met.
  • Assisting the existing Client Support team when required.
  • Understanding the business processes and priorities, training for this will be provided.

About you

Successful applicants will have the following experience and skills:
  • 1 -2 years of relevant work experience
  • A professional and highly focussed customer service approach
  • Excellent communication skills. - both written and verbal
  • Ability to liaise with stakeholders at all levels
  • Aptitude to use initiative and a pro-activeness to deliver to business outcomes
  • A strong team player who demonstrates flexibility and a drive for continuous improvement
  • Aptitude in technology including hardware and software
  • Knowledge of Microsoft Technologies (Windows 7, Office 2007/2013, Active Directory, Exchange)
  • Demonstrates commitment to delivering to the client through following standards & procedures
  • Confidence in meeting new people and adapting approach to suit different stakeholders
  • Willingness to 'own' and be accountable for problems until satisfactorily resolved
  • Ability to work well under pressure, multi-task, prioritise and work effectively with minimal supervision

It is desirable for you to have:
  • Completed external study in a PC/IT related course
  • Previous experience in a Help Desk/Desktop Support role

About us

Corporate Operations Group (COG) enables the entrepreneurial enterprise that is the Macquarie Group. Within the dynamic, rapidly changing Macquarie Group, COG provides specialist professional services, human resources, Workplace infrastructure and technology and market operations to Macquarie's businesses. The primary purpose of COG is to support and enhance the value of Macquarie through the creation of an efficient, scalable operating model. This is evident across the activities of each of the divisions which comprises of Business Improvement and Strategy, Business Services including Sourcing and Vendor Management, Human Resources, Market Operations and Technology.

Find out more about Macquarie careers at

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

Advertised: 19 Jun 2017 China Standard Time
Applications close: