Service Desk Agent
Country :
Area Hong Kong 
Town : HONG KONG
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."
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 Service 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, Online Chat box 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 Service 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 box, and ticketing. Troubleshooting and resolving single customer issues with Windows and Mac Supporting Microsoft Office 365, Microsoft Azure, ZPA, VPN, 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.
Profile
Qualifications
Minimum Candidate Qualifications: Strong language skills in spoken English and Mandarin Chinese is a MUST 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 Competencies: 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
Minimum Candidate Qualifications: Strong language skills in spoken English and Mandarin Chinese is a MUST 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 Competencies: 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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