Key Responsibilities
• Deliver first-line IT assistance to users through phone, email, and remote support tools.
• Ensure incidents and service requests are logged, tracked, diagnosed, and resolved per standard operating procedures.
• Provide support across VDI, PCs, laptops, mobile devices (iOS/Android), and Windows platforms.
• Carry out account administration duties such as Active Directory and Exchange management.
• Following defined escalation paths, pass complex issues up to higher-level support teams.
• Guarantee that tickets, incidents, and resolutions are documented accurately.
• Coordinate with IT teams to address problems and preserve service quality.
• Ensure all communication is customer-focused, with professional conduct maintained throughout.
• Provide 24x7 coverage by working rotating shifts, including weekends, public holidays, and overnight hours.

Requirements
• At least 1–2 years of hands-on experience in IT helpdesk, service desk, IT Service Centre, or enterprise remote support functions.
• Practical experience in supporting VDI, personal computers, laptops, and mobile devices.
• Skilled in using Windows platforms and Microsoft Office applications.
• Familiarity with Active Directory and Exchange at a technical level.
• Excellent hardware and software troubleshooting capabilities.
• Candidates with backgrounds in hospitality, integrated resortl, or large enterprise environments are preferred.
• IT or related discipline bachelor's degree, or equivalent qualification.
• ITIL Foundation certification is preferred.
• Extra certifications in Microsoft, desktop support, service desk, cybersecurity, or networking would be beneficial.
• Cantonese is essential for day-to-day communication.
• Proficiency in English is required for documentation, escalation, reporting, and user communication.
• A minimum of one-third of call agents on each shift must speak English.
• Customer-centric thinking and communication focused on the user.
• Outstanding listening abilities and the capacity to pose effective diagnostic questions.
• Detail-oriented approach to ticket documentation and access administration.
• Able to follow standard operating procedures and prescribed escalation paths.
• A collaborative team player who contributes to achieving operational goals.
• Professionalism, discretion, dependability, punctuality, and accountability.
• Excellent organizational skills and the ability to multitask.

* 有意者請將個人履歷、要求薪酬、個人身份證副本及相關證明書電郵至 recruitment@winson-group.com
* 薪金待遇面議，合則約見。所收集之個人資料將保密僅作招聘用途。