Your key accountabilities

· Resolving Service Requests and Incidents within SLA - Enhance Client experience by reducing repeated issues.

· Work on complex problems - use Nexthink, identify root cause and create KB articles. Follow escalations if SLAs are breaching.

· Collaborate with Infrastructure teams on high severity issues and provide resolution to end users.

· Be able to establish relationship with various functons and improve End-User experience.

· Achieve high quality of service support to the business community.

· End Users IT Assets Management - Managing Data Quality.

· Projects Support - Executing and driving Project work with great client experience.

Skills and experience

· IT experience, with proven technical support experience.

· Solid knowledge of desktop OS environments Windows10, 11, Mac OS with very good investigation skills.

· In-depth knowledge of O365 architecture. Advanced troubleshooting skills in solving O365 app issues like Outlook, MS Teams etc.

· Experience of Audio/Video technologies support - Zoom room with Poly devices.

· Analytical and problem-solving skills.

· Solid knowledge on Network & Internet applications

· ITL certified (Desirable) with a knowledge of structured change management.

· Organised and be able to work under pressure and on tight deadlines.

· Flexible team player, comfortable in a multi-national environment.

· Strong relationship with business units. Experience in dealing with different kind of business environments.

· Flexible and adaptable, responds rapidly to changing agendas. Able to re-prioritise and organise effectively.

· Confident and strong communicator, Fluency in English and Mandarin (written and spoken)

· Experience in Banking, Finance or ideally Fund related business is an advantage