IT Support (Major FSI)

Key Responsibilities

• Provide timely desk-side support to VIP users, including senior management, with a strong action-taker attitude and high responsiveness to management requests.
• Deliver first-line and second-line helpdesk support, including answering phone calls, performing initial investigation, diagnosis, and problem resolution.
• Install, set up, configure, upgrade, maintain, cable, and replace desktop hardware and peripherals to ensure service quality meets contractual commitments and SLA targets.
• Provide technical expertise and act as a liaison between users, application teams, and vendors to resolve complex technical issues.
• Manage and support Video Conferencing systems and offsite presentation requirements.
• Perform security patch management and antivirus administration for desktop environments.
• Maintain and update desk-side hardware and software inventory records.
• Support common PC applications including MS Office, Outlook, web browsers, Adobe Acrobat, and SnagIt.
• Handle Apple Mac, mobile devices, Bloomberg terminals, Voice & Video conferencing tools (preferred).
• Work with Helpdesk ticketing systems (e.g., ServiceNow, HP Service Manager, Remedy).
• Follow ITIL service desk processes and best practices.
• Provide basic network troubleshooting and support.

Requirements & Qualifications

• Minimum 2+ years of hands-on experience in Desktop Support / IT Support, preferably in the financial services / banking industry.

• Strong knowledge of Windows desktop environment and PC hardware troubleshooting.

• Practical experience with MS Office suite, Outlook, common web browsers, Adobe Acrobat, and SnagIt.

• Working knowledge of Apple Mac, Mobile Devices (iOS/Android), Bloomberg, and Video/Voice Conferencing tools is highly preferred.

• Basic network troubleshooting skills.

• Experience with security patch management and antivirus solutions.

• Familiarity with ITIL service desk processes.

• Experience using Helpdesk ticketing systems (ServiceNow, Remedy, HP Service Manager, etc.).

• Excellent verbal and written communication skills in English, Mandarin, and Cantonese (all three languages are mandatory).

• Demonstrated proactive attitude and strong sense of ownership.

• Ability to work under pressure and deliver high-quality support to VIP users.

• Excellent problem-solving and customer service skills.