Support Analyst – End User Services (VIP)

About the role

The IT End User Services Team is seeking a Desktop Support Analyst with a focus on VIP user support to provide comprehensive support and solutions to end users, ensuring smooth operation of desktop systems, software, and hardware. The ideal candidate will possess strong technical skills, troubleshooting expertise, and a customer‑oriented approach.

Key responsibilities

• Act as the primary point of contact for VIP users, delivering high‑level technical support with a personalized touch.
• Provide expedited response and resolution to technical issues faced by VIP users, ensuring minimal disruption to their workflow.
• Install, configure, and troubleshoot desktop systems, peripherals, and applications.
• Manage video‑conferencing equipment and support offsite presentations.
• Collaborate with the IT Help Desk and other teams to escalate and resolve complex issues.
• Maintain IT inventory and asset management records while ensuring compliance with security policies.

Required profile

• Bachelor’s degree in IT or related field, or equivalent experience.
• Approximately 3 years of desktop‑support experience, preferably in financial services or investment banking.
• Fluent in Mandarin, Cantonese and English.
• Ability to work independently and as part of a fast‑paced team.

Required skills

• Strong knowledge of Windows and macOS operating systems.
• Proficiency with Microsoft Office 365.
• Basic networking concepts.
• Experience with ITIL service‑desk processes.
• Video‑conferencing management.