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IT Helpdesk Support

Interactive Brokers Group Hong Kong
Posted 17 hours ago Permanent Open
P
Posted by
Priyanka Mishra
Recruiter
Initial point of contact for all staff, helping to explain, quantify and define their technological issues.

As a global technology leader in Financial Services, IBKR has employees in several sites around the globe. As we continue to grow our staff and offices, globally, we require IT support staff to help our employees operate and maintain their technology 24/7/365. Our support team is looking for a Service Desk Analyst to help manage and triage users’ IT issues. The position is well-suited for someone looking to gain in-depth technical experiences and exhibit a keen desire to support colleagues with a first-class user experience.

As part of the Enterprise Service Desk team, you will act as the initial point of contact for all staff, helping to explain, quantify and define their technological issues. Working together with employees and team members, you will assist in creating and resolving support tickets, escalate specific technology issues to component owners, and maintain the trouble ticket queue. As part of an effective lifecycle, you will drive timely, effective resolution of issues under your care.

Are you a team player who delights in being helpful and effective? Do you have a passion for technology and an interest in the financial sector? Are you curious and motivated to start a career in IT but unsure how to take the first step? Perfect, we want you to apply today!

Your Responsibilities

  • 1st line of contact for all employee IT service requests and issues including:
  • Linux, Mac, Windows desktop hardware and software.
  • VPN / Remote Access.
  • Third-party and in-house software.
  • Capture, validate, log, categorize, prioritize service requests and issues.
  • Perform initial triage and provide solutions within agreed SLA.
  • Escalate complex issues promptly to the next level of support.
  • Effectively communicate status updates and monitor issues to closure.
  • Contribute to knowledge base articles to share knowledge.
  • Develop and improve problem solving troubleshooting workflows for issues and incidents.

Key Requirements

  • Willingness to work shifts and weekends
  • Technology enthusiast
  • Good communication and problem-solving skills
  • A keen desire to explore and learn new concepts, systems and technologies

 Preferred

  • Bachelor’s Degree, preferably in a technical field such as Computer Science, Engineering or equivalent.
  • CompTIA A+ certification.
  • Experience with Jira, Confluence and ServiceNow.
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