KEY RESPONSIBILITIES
1. End-User Support & Communication
- Provide first and second-line desk-side support for hardware, software, and network-related issues.
- Maintain effective communication with office users, and IT teams to ensure service alignment.
- Escalate complex issues to the Tier 3 support or relevant IT teams following defined procedures.
2. Incident & Request Management
- Log, track, and resolve IT incidents & service requests within agreed SLAs.
- Assist in major incident coordination when required.
3. Hardware & Software Management
- Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals).
- Assist in OS imaging, software installations, and patch management.
- Maintain accurate IT asset inventory (hardware & software) and track life cycle.
4. Vendor & 3rd-Party Coordination
- Work with vendors, outsourcers, and contractors to deliver IT services (helpdesk, store projects, etc.).
- Ensure vendor performance meets agreed service levels.
5. Office IT Support
- Support store IT setups, POS systems, and network equipment (if applicable).
6. Compliance & Documentation
- Follow ITSM processes (ITIL-based Incident, Request, Problem Management).
- Maintain knowledge base articles for common issues and resolutions.
7. Other Duties
- Assist in IT projects (e.g., Windows upgrades, hardware refresh).
- Perform other IT support duties as assigned.
Requirements:
- 1 - 3 years of proven track record in IT support, preferably in retail operations in the luxury industry.
- Excellent communication and interpersonal skills in both written and spoken English.
- Ability to communicate in M a n d a r i n is a plus.
- Customer-centric and aims to deliver exceeding expectations.
- Technical Skills:
- ✅Basic knowledge of ServiceNow
- ✅Fundamental understanding of networking
- ✅Basic proficiency in Microsoft Intune and Microsoft 365
- Strong analytical and problem-solving skills, self-driven and proactive.
- Able to work independently and multitask with minimum supervision.
- Able to work under pressure and meet tight schedules.
- ITILv4 certification & above is an added advantage.
This is a renewable 1-year contract position.*
Education:
- Bachelor's or equivalent (Preferred)
Experience:
- IT support: 2 years (Required)
License/Certification:
- ITIL Certification (Preferred)
Work Location: In person
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