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Service Desk Agent

Country : Area Hong Kong Area Hong Kong

Region : Kowloon


Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

Company Description
About Business Tech 
Are you up for a challenge? Do you want to take part in shaping the future for our customers and colleagues? Are you a strong integrator who always challenges the status quo? If your answer is "Yes!", then this opportunity might be something for you. 
H&M Business Tech is established to take the lead in changing the fashion industry, combining business and technology with innovation to create new business and customer value. With our Business Tech Hubs, we want to create a global, diverse and collaborative network for the newly formed function and make sure that our Business Tech products are achieving desired effects in the markets and are relevant for our customers & colleagues in different parts of the world. As the Business Tech organization, "We continuously surprise and delight our customers and accelerate our business - by releasing the power of people data and technology." 

Job description

Job Description

Overall Job Function: As a Helpdesk Agent your main responsibility is to provide quality IT support service mainly to our users in Hong Kong time zone through all our channels (Phone, E-Mail, Chat and ticketing). You need to have a good communication / language skill as you will be working close with the central competence groups internally and externally around the world.  

The Help Desk Agent believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.  

Job Responsibility including but not limited to:  

  • Receive, manage, prioritize, escalate, close and communicate about errands from H&M users and vendors.  
  • Ensuring quality in tickets, knowledge articles and self-service.  
  • Providing support via phone, chat, email, and ticketing.  
  • Troubleshooting and resolving single customer issues with Windows and Mac 
  • Supporting Microsoft Office, Exchange, VPN, SharePoint, User Client Hardware, Mobile devices, user accounts and permissions.  
  • Using remote administration tools to resolve issues on desktops, laptops, and printers. 
  • Ensuring proper documentation, notification, tracking, and follow up of all incidents. 



Minimum Candidate Qualifications:  

  • Strong language skills in spoken and written English is a MUST 
  • Fluent in Mandarin is an advantage  
  • Diploma or above in IT related disciplines  
  • Excellent communication skills and social skills and service-minded 
  • Basic knowledge of tools used in service desk  
  • Experiences from working in a multi-national and multi-cultural environment   
  • Have ITIL foundation knowledge is an advantage  
  • Able to travel occasionally (domestic and international)  


  • Eager to learn IT knowledge 
  • Strong team spirit 
  • Problem-solving mindset 
  • Responsible, able to work independently, and with a positive attitude 
  • Self-motivated 
  • Positive and optimistic to problem-solving 
  • Ability to meet and communicate with different persons. 
  • Good sense of urgency
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