Hong Kong Head Office, HK
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Service Desk Analyst, Asia

Country : Area Hong Kong Area Hong Kong

Town : Hong Kong

Category : IT - Web

Contract type : Permanent

Availability : Full time

Company presentation

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Role purpose

To assist with the support of critical Technology operational functions within the Aesop Asia offices and across all Aesop signature stores and counter stores within Asia.

To keep software up to date and to ensure Aesop global software standards are maintained. To take a proactive role in the development of existing systems and new retail developments at both Head Office and Aesop Retail stores as guided by the global Technology function.

To materially contribute to administrative efficiencies and the implementation of new processes as required. To work and manage external Technology vendors as required.

To ensure assistance and interaction with Aesop staff is friendly and professional

Role responsibilities include, but not limited to -

What we are looking for

  • Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives

  • Commitment to fostering an inclusive and psychologically safe work environment

  • Provide technical helpdesk support for Office and Retail Stores

  • Sound knowledge on Microsoft Windows 10/11, Office 365, Exchange & Teams

  • Experience in POS Systems is an advantage

  • Able to work independently for network support, hardware, and software installation on End User Computing

  • Support using Service Desk systems such as JIRA is a plus

  • ITIL v3/v4, MCSE is preferred

  • Good personality, Team player, troubleshooting and problem analysis skills.

  • Fluent in Spoken and Written English and Mandarin

  • Able to work independently for network support, hardware, and software installation on End User Computing

What's On Offer

We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include -

  • Flexible, hybrid working pattern

  • Generous product discount allowance and bi-annual complimentary product allocation

  • Paid volunteering allowance for all employees

  • Bonus opportunity based on personal, and business, performance

  • Suite of options to aid development, including complimentary access to LinkedIn Learning, in-house Product and Core skills training and study support opportunities

  • Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options.

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.

Job description

User Support

  • Deliver friendly, courteous, patient, timely and outstanding service to all Aesop staff.
  • Maintain status records of support tasks undertaken via the centralised helpdesk system.
Computer Hardware and Software and Communications Equipment Procurement, Installation, Maintenance

  • Assist the management to procure Technology hardware, software, other equipment as guided by regional management or the global Technology function.
  • Liaise with established Technology vendors as necessary during day-to-day tasks.
Team Involvement and Support

  • Assist in maintaining harmonious work place relationships by openly and effectively communicating with other employees.
  • Be an active team member by demonstrating a willingness to help and support others.
Health and Safety

  • Ensure that full care is taken in the performance of all duties in order to protect the health and safety of oneself, fellow employees, visitors and consultants.
  • Adhere to the Occupational Health and Safety policy of the company.
Staff Training

  • Develop and deliver training for Technology systems to develop Technology skills within the Asia offices.
  • Liaise with retail management to coordinate and perform retail staff training as necessary.
Reporting & Documentation

  • Maintain a detailed support log through the established Technology helpdesk system, provide monthly reporting for review to Country & Regional Technology Manager
  • Assist in the preparation and development of reports for key business functions particularly retail reports and time reporting.
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