End User Service Specialist

Chief Technology Office – Information Technology

In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation.

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner.  

We are currently seeking a high caliber professional to join our department as End User Service Specialist.

Principal responsibilities:

• Provide dedicated IT support with positive manner to VIP users, ensuring minimal downtime and maximum satisfaction.  
• Troubleshoot and resolve hardware, software, and network issues promptly and effectively.  
• Set up, configure, and maintain IT equipment, including laptops, mobile devices, printers, AV equipment and other peripherals.  
• Offer remote and on-site support as needed, ensuring a seamless experience for VIP users.
• Proactively understand user’s usage and requirement, recommend solution and best practice to maintain the best user experiences.
• Proactively monitor systems to identify and resolve potential issues before they impact users.
• Maintain strict confidentiality and handle sensitive information.
• Collaborate with other IT teams to escalate and resolve complex issues.  
• Provide training and guidance to VIP users on new technologies and software.  
• Document and track support requests, ensuring timely resolution and follow-up.  

Requirements

• Bachelor’s degree in information system, Computer Science or related field.
• Proven experience in IT support, preferably in a high-touch or VIP environment.  
• Strong knowledge of Windows, macOS, iOS, and Android operating systems.  
• Proficiency in troubleshooting AV equipment, hardware, software, and network issues.  
• Active listening skills, to pay close attention to customer needs and concerns, ensuring they understand the problem and provide the right solution.
• Exceptional communication skills, to technical concepts to non-technical VIPs in a concise and understandable way. communication and interpersonal skills
• Strong interpersonal skills, to build rapport with clients and maintain professional relationships, even in challenging situations.
• Strong problem-solving skills and the ability to work under pressure.
• Strong work ethic and commitment, dedicated to delivering exceptional customer service and exceeding expectations.
• Discretion and professionalism when handling confidential information.  
• Hands on experience in Microsoft Infrastructure Configuration (Window 10/11, Office 365, Active Directory, DNS, DHCP, DFSR, SharePoint)
• Willingness to work flexible hours, including evenings as needed.