Officer, IT Services

About the role

HK Express is seeking an Officer, IT Services to deliver Level 1 helpdesk support for its corporate users. You will be responsible for handling incidents, service requests and ensuring smooth operation of the airline’s IT infrastructure.

Key responsibilities

• Provide L1 helpdesk services by receiving, logging and handling IT incidents and service requests.
• Perform initial diagnosis, resolve issues or escalate to appropriate support teams.
• Deliver technical support for computer applications, hardware, software, networking and telecommunication systems.
• Maintain accurate incident and request tickets in line with Service Level Agreements.
• Coordinate with internal teams and external vendors for issue resolution and technical assistance.
• Manage vendor relationships for network, server and Microsoft Office 365 support.
• Assist with user training, communication and support for new feature deployments and system upgrades.
• Review and improve existing IT tools and processes.
• Conduct health checks and performance monitoring of IT infrastructure components.
• Support cybersecurity incident identification and response.
• Provide 24/7 on‑call support for emergency IT issues.
• Create and maintain user guides, knowledge‑base articles and SOPs.

Required profile

• Ability to provide L1 helpdesk services to end users.
• Willingness to work on a 24/7 on‑call rotation for emergency issues.

Required skills

• Microsoft Office 365
• Networking
• Telecommunication systems
• Hardware troubleshooting
• Software troubleshooting
• IT infrastructure management