Our client is seeking an experienced IT Helpdesk Support professional to provide first-line technical support to front-office, middle-office, and back-office teams within a fast-paced investment banking environment. This position is responsible for resolving day-to-day technology issues, ensuring high availability of trading and business-critical systems, and delivering a high standard of customer service to users at all levels, including senior stakeholders.

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• Act as a single point of contact for end users (VIPs, Traders, Front Office, Middle Office, Back Office users, and visitors) to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, and repairing desktop hardware (PCs, monitors, printers).
  
• Provide support for all telephony equipment (desk phones, headsets, trading turrets, corporate mobiles, phone recordings, and video conferencing systems) to ensure an optimal working environment.
  
• Deliver timely and accurate troubleshooting support in person, by phone, or via email, and provide end-user assistance as required.
  
• Understand regional IT teams and their areas of expertise to facilitate issue escalation.
  
• Provide 1st-level support for business applications and escalate issues to the appropriate support team as needed.
  
• Ensure technology assets are properly used, monitored, and maintained within inventory records.
  
• Record all user requests accurately in the ServiceNow ticketing system, maintaining an appropriate level of detail.
  
• Collaborate with other Helpdesk teams across the region, sharing findings, solutions, and documentation as required.
  
• Support local Business Continuity obligations.
  
• Work with local vendors, regulators, and application support teams to deploy new applications for users.
  
• Ensure all IT hardware, software, and infrastructure meet local regulatory requirements.
  
• Document and communicate any divergences or discrepancies to regional IT and compliance teams.
  
• Manage local IT procurement activities, including provider selection, purchase request preparation, and payment processing.
  
• Ensure IT invoices are entered into the payment system in a timely manner.
  
• Arrange relocation of IT equipment when users relocate seating or workspaces.
  
• Ensure compliance with internal policies and document any discrepancies.
  
• Coordinate with regional IT teams, local stakeholders, and external auditors on IT-related queries and matters.
  
• Provide offsite support and work overtime as required for Business Continuity Planning (BCP) or emergency situations.
  
• Monitor the functioning of physical and logical IT equipment within the production environment in accordance with standards, operating procedures, and security requirements.
  
• Lead or assist with local IT-related projects.
  
• Ensure workstations are regularly patched to address vulnerabilities.
  
  Requirement
  
• Experience providing desktop and end-user support within a corporate environment, ideally in financial services or investment banking.
• Strong troubleshooting skills across hardware, software, telephony, and business applications.
• Experience using IT service management and ticketing systems such as ServiceNow.
• Ability to support senior stakeholders, traders, and VIP users with a high level of professionalism.
• Strong communication, customer service, and stakeholder management skills.
• Ability to work independently and collaboratively within a regional IT support structure.
• Willingness to provide after-hours and emergency support when required.
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"Sanderson-iKas" is the brand name for the following companies incorporated in Hong Kong: Sanderson Solutions International (Hong Kong) Limited (Business Registration no.53741924) and iKas International (Asia) Limited (Business Registration no.39818987)

Website: www.sanderson-ikas.hk