Help Desk Specialist Help Desk Specialist …

State Street
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
State Street
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
State Street
Help Desk Specialist
Candidate Profile:

As the successful applicant you will have a strong customer service ethic, derive satisfaction from delivering a premium level of service and fostering strong relationships with our client. You will also have excellent communication skills which enable you to clearly communicate technical issues with both customers and management. Furthermore you must be able to work in an environment where you will have minimal supervision and take accountability for prioritizing and managing your workload to support the client office in Hong Kong. Must have a 'can do' attitude and flexible on working late and at weekends.

Primary Responsibilities:

Ownership and resolution of all technical issues for the HK office. Also assist regional team to support other offices remotely.
 Installation of company-approved applications on laptops, desktops and mobile devices.
 Ensuring prompt escalation of technical issues when necessary by following defined escalation procedures.
 Logging and updating all assigned tickets on a daily basis.
 Proactively update and maintain documentation on desktop procedures.
 Assist the Service Desk Manager with ad hoc business requests, projects and undertake tasks as assigned.
 Regularly communicates with management on the progress of assigned tasks and projects.
 Hardware and application support / maintenance for remote and travelling employees.
 Create, update, and disseminate knowledge articles, maintain / update wiki site.
 Maintenance of software and hardware asset Inventories.

Qualifications /Education:
Essential :
 Diploma in IT
 Microsoft Certified Professional (MCP)

• Bachelor's degree or higher in a relevant discipline
• Microsoft Certified Systems Engineer (MCSE)
• ITIL Foundation certified

Experience required:
Essential :
 Strong understanding of desktop operating systems.
 Strong understanding of Microsoft Office suite of applications.
 5+ years of Information Technology experience in the area of trade floor desktop/helpdesk support within financial services.
 Skilled in troubleshooting in fast paced environment.
 Proven ability to plan work in advance by thinking though actions necessary to complete tasks through to deadline.
 Understanding of governance and security processes
 ITIL working knowledge
 2 years of working with call logging and incident / problem / change management systems

• Relevant experience in providing desktop support in an international investment bank or global financial organization
• Experience of supporting AV / VC systems
• Experience of supporting financial applications / advanced MS Excel knowledge
• Experience of managing IT Datacomms / Server rooms and patching.
• Experience of supporting telephone systems.

Technical Skills required:
 Windows 7/ 10, Server 2008/10, Apple - OS X Operating System.
 Dell Desktops and MS Surface Books
 Apple IMac's, Macbooks, iPhones, and iPad 's.
 MiFi devices.
 Active Directory Administration / Users and Computers.
 Microsoft Office 2010 / O365
 Excel Macros and add-ins.
 Symantec Ghost / SCCM.
 Bloomberg and Thompson Reuters
 Remote control and application management
 Knowledge of AV/ VC / Webex Systems
 Basic Windows Server administration
 Basic Exchange administration

 Advanced Server 2008 / 10 Exchange 2007 / 10 and Active-Sync.
 Scripting knowledge - VB or PowerShell.
 Application packaging (SCCM).
 Knowledge of Citrix, XenApps and VMWare.