Help Desk Support Specialist – Senior Associate

About the role

Our client, a well‑established financial institution in Hong Kong, is expanding its IT team. The Senior Associate (Help Desk Support) will provide first‑line technical assistance, work on enterprise IT operations, and contribute to cross‑functional technology projects in a collaborative environment.

Key responsibilities

• Provide first‑line support for hardware, software, network and end‑user issues, handling service requests and incidents within agreed service levels.
• Troubleshoot business applications, operating systems, Microsoft 365 and related infrastructure, and maintain accurate IT asset inventory and documentation.
• Perform routine operational tasks such as system monitoring, patch deployment, upgrades and preventive maintenance.
• Assist in planning, coordinating and implementing IT projects, system rollouts and technology upgrades, collaborating with internal teams and vendors.
• Deliver on‑site and remote user support, training and guidance as required.

Required profile

• Diploma or higher in Information Technology, Computer Science or a related discipline.
• Hands‑on experience supporting Microsoft 365, Active Directory, Windows environments and ITSM ticketing systems.
• Basic knowledge of networking technologies (TCP/IP, DNS, DHCP, VPN) and endpoint management solutions.
• Strong troubleshooting, analytical and problem‑solving abilities with a customer‑centric mindset.
• Excellent communication skills and the ability to work independently or within a team.

Required skills

• Microsoft 365
• Active Directory
• Windows operating systems
• ITSM ticketing platforms
• TCP/IP, DNS, DHCP, VPN
• Microsoft Intune
• SCCM
• PowerShell scripting
• ITIL best practices (advantage)