Service Desk Analyst Service Desk Analyst …

in Hong Kong
Permanent, Full time
Last application, 18 Jan 22
in Hong Kong
Permanent, Full time
Last application, 18 Jan 22
Posted by:
Dennis McCaffery • Recruiter
Posted by:
Dennis McCaffery
A top tier international Private Equity fund is expanding their team and hiring a Service Desk Analyst for their Hong Kong office.


Service Desk key tasks (70%-90% variable but primary focus):

  • Answer and log all Service Desk incidents and requests, via emails, telephone and intranet in the Service Now ticket system. Resolve tickets within defined SLAs.
  • Follow departmental procedures.
  • Maintain and create new documentation for processes and procedures.
  • Administration of Active Directory accounts, groups, computers, OUs and Security.
  • Administration of Exchange accounts and distribution lists.
  • Build and maintain corporate PCs and laptops.
  • Maintain SCCM/End Point Manager Corporate Build and Software Deployments Ensure Windows Updates/Security Updates/Office updates are regularly applied to Alpha/Beta/HK office.
  • Administration and support of Windows 10 devices Administration and support of mobile devices.
  • Administration and support of Poly Video Conference and IP Telephony Services Administration and support email services
  • Administration and support of LAN, WAN and Internet Systems Support to remote users. Support of Travelling users from London / New York / Beijing Offices.
  • Escalate to 3rd level support where necessary.
  • Provide training in the use of company software and hardware.
  • Work closely with 3rd parties to resolve issues such as Kinly for Video Conferencing and Microsoft for laptop/desktop issues.

Networks / SysAdd uplift (10% - 30% variable):

  • Advanced administration of Active Directory Services. DNS, DHCP, DFS and Namespaces, Group Policy Management, Print Management Support of email delivery via Mimecast archive/security services
  • Support of on-premise Hardware/Servers/Storage Manage and maintain Infrastructure, OS, Service and Data Backup & Recovery, including outside core business hours Escalation of incidents \ problems to 3rd party vendors
  • Support Sysadmin team where required (Some out of hour’s work maybe required) Support Network team where required (Some out of hour's work will be required)



  • 5 years previous Service Desk experience. Good Experience of administering Active Directory
  • Proven experience of building, configuring and troubleshooting Microsoft Windows 10.
  • Experience of Microsoft Windows Server 2012 Experience of supporting Office 365 applications.
  • Experience of supporting Outlook in an Exchange environment
  • Experience of supporting Teams and Teams telephony Proven interpersonal skills with VIP staff. ITIL V3 or 4 knowledge and experience


  • Experience of MS SCCM 2012 Experience of Microsoft InTune / End Point Manager Microsoft Certified Professional Windows Server 2016 Azure platform O365 usage and administration Understanding of Mobile device management using MS Intune / End Point manager
  • SYS AD Uplift: Understanding and experience of PowerShell Understanding of backup models
  • Network Uplift: Understanding and experience of Cisco LAN / WAN environments Basic experience of meeting room environments from Poly Basic to intermediate experience of SD-WAN technologies
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