Job ref no.: CT3126533-01#0124
Principal Insurance Company (Hong Kong) Limited

Technology Analyst

Principal Insurance Company (Hong Kong) Limited

Job Purpose:

As a member of Service Desk team, you are responsible for the daily activities that supporting IT operations within the company. Provide highly visible local customer support through performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and systems.

Work as part of a team yet should be independent enough to troubleshoot technical problems on their own. To manage problem resolution to a satisfactory completion by keeping abreast of assigned tickets and following the proper escalation procedures.

  • Able to work in flexible hours, manage client expectations in terms of complex problem resolution times.
  • Collaborate with IT Teams from US Headquarter and Asia Hub to provide the IT Service Act as a liaison with local vendors' service representatives to resolve problems.
  • Manage and coordinate both simple and complex hardware/software deployments.
  • Participate in IT related projects and carry out assigned task

Responsibilities:

  • As part of Service Desk Team to ensure that End User Support and IT services provided to business and end users meeting the established service level commitments and End User Satisfaction.
  • Collaborate with Headquarter IT team and Asia Hub IT team to provide the service to local user.
  • Investigate, troubleshoot, document and mitigate various IT infrastructure incidents, requests and problems that may require escalation or specialized knowledge.
  • Update and maintain Key Operation Procedure documents (KOP) for standard IT process and local applications
  • Collaborate with business to rollout new initiatives, programs, systems, automation enhancements, and other technical solutions.
  • Liaise and manage external vendors or service providers for on-site support
  • Participate in IT Projects and collaborate with business for execution and follow-up task from IT perspective locally.
  • Participate in hardware/software migration and deployments
  • Engineer new support tools and procedure to improve Service Desk team efficiency. Perform compatibility testing of new OS build, software, and new hardware.
  • Act as event coordinator in incident management, provide regular updates to stakeholders, produce incident reports, and chair root cause analysis and problem review meetings.

Requirements

  • Degree in Computer Science or IT related disciplines
  • Minimum 3 years of experience in IT Infrastructure, IT Service Desk service.
  • Practical working experience in Finance and Insurance Industry
  • Experience in support of Computer hardware, mobile and virtual devices.
  • Experience in desktop engineering
  • Knowledge on supporting MS O365, Citrix environment and VPN Network
  • Business Support Experience on Windows End Point Device and iOS/Android Device.
  • User on/off boarding
  • Flexible, able to work overtime and under pressure
  • Good communication skills in English and Chinese
  • Experience and hands-on knowledge in information security control or identity access management
  • Incident / Problem Management
  • Application deployment
  • Experience in Event/Townhall support
  • ITIL and the related industry certificates are advantaged 

We are an equal opportunity employer and welcome applications from all qualified candidates. All information received will be kept in strict confidentiality and for recruitment purpose only.

Only shortlisted candidates will be notified.

More job information
Job ref no. CT3126533-01#0124
Salary
Job Function
Industry
Location
  • Kwun Tong
Employment Term
  • Permanent
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Middle management level
Education
  • Degree
Benefits
  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Insurance plan
  • Medical plan
  • … + 1 more