Key Responsibilities主要职责：
1. Provide end-user ICT helpdesk support to internal customers, troubleshooting issues through to resolution where possible, or escalation as required across both the China and Hong Kong business.
为内部客户提供最终用户ICT支持，根据***业务的需要尽可能解决问题或升级问题。
2. Timely provisioning of hardware and software within the business, minimising disruption to the business and end-users
在业务中及时提供硬件和软件支持，***限度地减少对业务和最终用户的干扰
3. Monitor ICT helpdesk for new requests and triage requests based on priority (impact/urgency)
监测ICT服务台的新请求，并根据优先级（影响/紧迫性）对请求进行分类
4. Respond to ICT helpdesk tickets within defined SLAs
在规定的SLA范围内对ICT服务台需求作出响应
5. Assist with InfoSmart platform customer escalations
协助InfoSmart平台客户升级
6. Provide regular audits of ICT equipment as required
根据需要对ICT设备进行定期审计
7. Escalate problems relating to ICT services, ensuring all relevant information is communicated, to facilitate resolution in a timely manner.
升级与ICT服务有关的问题，确保所有相关信息得到沟通，以促进及时解决。
8. Contribute to the annual ICT team budget by recommending necessary upgrades, replacements, and projects
通过建议必要的升级、更换和项目，为ICT团队的年度预算提供协助
Knowledge, Skills & Experience知识、技能及经验：
1. Bachelor's degree or above, major in IT or related field, with over 3 years of experience in IT support
本科及以上学历， 信息技术与信息管理相关专业，3年以上IT支持工作经验
2. Customer focus and a positive can-do attitude
以客户为中心，积极进取
3. Strong communication and interpersonal skills
较强的沟通和人际交往能力
4. Solid technical understanding to support Microsoft Windows, PCs and iPhones
扎实的技术理解能力以便支持Microsoft Windows、PC和iPhone系统
5. Experience with Active Directory and Office 365 (desirable but not essential)
使用Active Directory和Office 365的经验（可取但非必需）
6. Ability to multi-task, prioritise, and manage time effectively
能够有效地执行多项任务、排定优先级和管理时间