What Jobs are available for Help Desk Agent in Hong Kong?

Join DayOne – Shaping the Future of Data Infrastructure

DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we've built a robust presence across Asia and Europe — and we're just getting started.

As we expand into new international markets, we're looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it's an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure.

If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne's next chapter.

Key Responsibilities
Service Delivery & ITSM Governance

• Ensure IT services are delivered in alignment with SLAs, OLAs, and KPIs.
• Govern ITSM processes (Incident, Problem, Change, Request Management) across the region.

Business Partnering

• Act as the IT liaison for business stakeholders in North Asia, ensuring IT services support business priorities.
• Build trusted relationships with business leaders and align IT services to strategic goals.
• Translate business requirements into IT service outcomes and improvement initiatives.

Operational Leadership

• Manage escalations and oversee resolution of major incidents to minimize business disruption.
• Coordinate with global and regional IT teams to deliver seamless support.
• Drive IT operations excellence, service stability, and user satisfaction.

Continuous Improvement & Transformation

• Identify and implement service improvement opportunities and automation initiatives.
• Contribute to global IT projects and lead regional rollouts of new IT solutions.
• Promote proactive service management and foster a culture of continuous improvement.

Regional Team & Vendor Management

• Lead, coach, and mentor local IT support teams and/or service partners.
• Monitor vendor performance and ensure adherence to contractual obligations.
• Collaborate with cross-functional global IT teams to standardize practices and processes.

Qualifications & Skills
Education

• Bachelor's degree in Information Technology, Computer Science, or related field.

Certifications

• ITIL Expert / Managing Professional certification (mandatory).
• Additional certifications (e.g., ITIL , ISO 2000, Agile) are a plus.

Experience

• 4–8 years in IT service delivery or ITSM, with at least 1–3 years in a regional leadership role.
• Strong track record of managing ITSM processes and leading service delivery in multi-site or multi-country environments.
• Experience in business partnering and translating business needs into IT solutions.
• Familiarity with ITSM tools such as ServiceNow, Remedy, ManageEngine, or Jira Service Management.

Skills

• Strong leadership and team management capabilities.
• Excellent communication and stakeholder engagement skills.
• Solid analytical and problem-solving abilities.
• Ability to balance operational IT support with strategic business partnering.
• Culturally adaptable and experienced in working in diverse, regional settings.

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you're ready to grow with one of the fastest-moving companies in the data center industry, apply now and be part of our global journey.

Function One Computer Services was established in 1999. We're a leading IT managed service provider in Asia, offering a wide range of services including MSP (Infrastructure), MRSP (Retail), MSSP (Security) and IOT. We have set up our offices, helpdesk centres and SNOC (Security & Networking Operations Centre) in Hong Kong, Macau, Foshan, Shanghai, Guangzhou, Taipei and Singapore.

We have a very energetic and relaxing team and environment. If you want to join an IT company with the expertise and offering of the most holistic solutions and services, where your unique talent and value will be recognized, Function One Computer Services will be your choice.

What are you waiting for? Move your career forward and join us

Responsibilities:

Respond to customer inquiries and handle technical issues via phone, email, and chat in both Japanese and English professionally with appropriate solutions effectively

Troubleshoot and resolve hardware and software problems

Document and track issues using our ticketing system

Collaborate with other team members to ensure timely and effective resolution of customer issues

Coordinate with Japan IT team, HQ and other external parties to solve problems

Deliver quality customer services to members and other stakeholders

Requirements:

Japanese native speaker in good command of written and spoken English

Previous experience in a helpdesk or IT support role is preferred

Strong problem-solving skills, logical thinking, business mindset and attention to detail

Ability to work in a shift environment, including evenings and weekends

Excellent communication and interpersonal skills

Working exp. in retail luxury industry will be an advantage

Interested parties, please click "APPLY NOW" and send detailed resume indicating your expected salary and date of availability.

Personal data collected will be treated in the strictest confidence and be used for recruitment related purpose only.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.

Full-time

• Candidate must have knowledge on English Language and Local Language, 3+ Years of experience with good communication in English Language and technical skills on windows desktop platform.
• 24/7 Support Model (L2- Remotely End user Support)
• Responding to client support requests and contacting User to find out the nature of the problem.
• Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.
• Escalating software and other application issues to the subject teams.
• Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.
• OS/ Office/ basic system application/Anti-Virus client support.
• Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.

Additional

• Installed, modified, and made minor repairs to computer hardware and software systems.
• Understood VPN configuration and mobile device security protocols to ensure data protection.
• Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
• Consulted with users to determine steps and procedures taken to identify and resolve the problem.
• Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
• Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.

Location: Hong Kong, Hong Kong SAR, HK

About the Team

ContactOne is Swiss Re's global Service Desk, providing first-level support for internal and external customers across a wide range of operational services including IT, HR, Logistics, Legal, Communications, Sourcing, and Corporate Real Estate.

Our Hong Kong team operates in APAC shifts and consists of six agents and a Lead, working closely with teams in Folkestone, Bratislava and Mexico City.

About the Role

This is a contract role for 6 months. In this role, your key responsibilities will include:

• Serve as the first point of contact for inquiries via phone, email, self-service portal, and chat.

• Resolve customer inquiries at first contact whenever possible.

• Deliver high-quality customer service and maintain professional support.

• Accurately log all inquiries into ServiceNow with detailed notes and communication records.

• Triage tickets to appropriate support teams following defined procedures.

• Identify and suggest improvements in customer service, processes, and tools.

• Ensure availability during operational hours, including public holidays and weekends.

• Adhere to service management processes and coordinate across support groups to meet SLAs and OLAs.

• Participate in onboarding new services and releases for ContactOne readiness.

• Share knowledge and support colleagues to enhance team performance.

• Stay up to date with training and evolving knowledge requirements.

• Handle confidential and sensitive data in accordance with Swiss Re policies.

About You

• Minimum 1 year of experience in a support desk or contact center environment (e.g., IT, HR, Logistics, Corporate Real Estate).

• IT Service Desk experience is a strong advantage.

• Familiarity with internal tools and processes is beneficial.

• Fluent in English (spoken and written),

• Excellent customer service skills and ability to build rapport.

• Professional handling of sensitive and confidential queries.

The base salary range for this position will be shared with you during the interview process.

About Swiss Re

Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.

Keywords:

Reference Code:

About The Team
ContactOne is Swiss Re's global Service Desk, providing first-level support for internal and external customers across a wide range of operational services including IT, HR, Logistics, Legal, Communications, Sourcing, and Corporate Real Estate.

Our Hong Kong team operates in APAC shifts and consists of six agents and a Lead, working closely with teams in Folkestone, Bratislava and Mexico City.

About The Role
This is a contract role for 6 months. In this role, your key responsibilities will include:

• Serve as the first point of contact for inquiries via phone, email, self-service portal, and chat.
• Resolve customer inquiries at first contact whenever possible.
• Deliver high-quality customer service and maintain professional support.
• Accurately log all inquiries into ServiceNow with detailed notes and communication records.
• Triage tickets to appropriate support teams following defined procedures.
• Identify and suggest improvements in customer service, processes, and tools.
• Ensure availability during operational hours, including public holidays and weekends.
• Adhere to service management processes and coordinate across support groups to meet SLAs and OLAs.
• Participate in onboarding new services and releases for ContactOne readiness.
• Share knowledge and support colleagues to enhance team performance.
• Stay up to date with training and evolving knowledge requirements.
• Handle confidential and sensitive data in accordance with Swiss Re policies.

About You

• Minimum 1 year of experience in a support desk or contact center environment (e.g., IT, HR, Logistics, Corporate Real Estate).
• IT Service Desk experience is a strong advantage.
• Familiarity with internal tools and processes is beneficial.
• Fluent in English (spoken and written),
• Excellent customer service skills and ability to build rapport.
• Professional handling of sensitive and confidential queries.

The base salary range for this position will be shared with you during the interview process.

About Swiss Re
Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.

If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.

Keywords
Reference Code:

About Bangkok Bank:

Established in 1944, Bangkok Bank is one of the largest regional banks in Southeast Asia. We are a leading bank in Thailand and a market leader in corporate and business banking serving large corporations and multinationals across a wide range of industries.

Our international network includes more than 200 overseas branches in 14 economies - Cambodia, China, Hong Kong, Indonesia, Japan, Laos, Malaysia, Myanmar, the Philippines, Singapore, Taiwan, the United Kingdom, the United States and Vietnam.  We are the only Thai bank with a substantial presence in China, through our wholly-owned subsidiary Bangkok Bank (China).  We provide customers with financial and business advice and work with them as a trusted partner to create value for their business.

We are now seeking a high caliber candidate to join our Hong Kong Branch.

Responsibilities:

• Acting as the frontline IT contact for end users
• Daily operational control and management of the Incident/Request Process and services fulfillment
• Ensure all IT incidents and users requests are properly logged, responded and escalated per the pre-defined SLAs.
• Ensure prompt response and communication to users
• Track and report the status of all critical incidents to management
• Develop, review and update the IT SOPs, policies and procedures
• Coordinate and provide support to IAM users access management
• Provide Tier 1 support on banking applications
• Support the projects of MS patches/releases management, desktops support and PC & printer installations

Requirements:

• Holder of Higher Diploma or above in IT related discipline
• More than 5 years of work experience in services desk or technical support to handle IT incidents and queries from end-users
• Good knowledge of MS Office 365 products
• Full awareness of the IT incidents management workflow and delivery of service desk services
• Knowledge of tier 1 to 2 IT support in the services desk environment
• Proficient in English & Chinese

We offer excellent career prospects to the right candidate. Salary will be commensurate with qualifications and experience. Interested parties please apply with full resume, stating current / expected salary and availability.

Personal data provided by job applicants will be used solely for considering suitability for the post and strictly in accordance with our personal data policies which are available on request.

(Only shortlisted candidates will be contacted.)

Responsibilities:

• Lead, mentor, and coach a team of IT Support Engineers, fostering a positive and high-performance culture.
• Manage team scheduling, shift rotations, and overtime to ensure adequate coverage for 7-day support.
• Handle day-to-day people management tasks, including attendance and leave approval.
• Act as the first point of escalation for complex technical issues and customer complaints.
• Monitor the service desk ticket queue (via tools like ServiceNow or Remedy) to ensure incidents and service requests are processed within agreed SLAs.
• Generate and analyze ticket reports on demand to assess team productivity, first call resolution (FCR), and SLA adherence.
• Implement and champion ITIL best practices for incident, request, and problem management.
• Serve as the primary contact for client account managers, providing regular updates on performance and operational status.
• Effectively manage and prioritize work across multiple client accounts, understanding their unique environments and requirements.
• Proactively communicate with internal and external stakeholders regarding major incidents, service disruptions, or changes.
• Drive initiatives to improve customer satisfaction and the overall efficiency of the service desk.

Requirements:

• Proven team leadership and people management experience.
• Hands-on experience managing service desk operations and SLAs for multiple accounts.
• Strong technical knowledge of L1 support (Windows, M365, Active Directory, remote tools).
• Proficiency with ITSM tools (e.g., ServiceNow, Remedy) and reporting.
• ITIL Foundation certification (v3 or v4) highly desirable.
• 3-5+ years of experience in a service desk environment, with at least 2 years in a team lead or supervisory role.

.

***Permanent Hong Kong Resident is preferred. Expected Salary in CV is needed for consideration***

All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients.

About Bangkok Bank:

Established in 1944, Bangkok Bank is one of the largest regional banks in Southeast Asia. We are a leading bank in Thailand and a market leader in corporate and business banking serving large corporations and multinationals across a wide range of industries.

Our international network includes more than 200 overseas branches in 14 economies - Cambodia, China, Hong Kong, Indonesia, Japan, Laos, Malaysia, Myanmar, the Philippines, Singapore, Taiwan, the United Kingdom, the United States and Vietnam.  We are the only Thai bank with a substantial presence in China, through our wholly-owned subsidiary Bangkok Bank (China).  We provide customers with financial and business advice and work with them as a trusted partner to create value for their business.

We are now seeking a high caliber candidate to join our Hong Kong Branch.

Responsibilities:

• Acting as the frontline IT contact for end users
• Daily operational control and management of the Incident/Request Process and services fulfillment
• Ensure all IT incidents and users requests are properly logged, responded and escalated per the pre-defined SLAs.
• Ensure prompt response and communication to users
• Track and report the status of all critical incidents to management
• Develop, review and update the IT SOPs, policies and procedures
• Coordinate and provide support to IAM users access management
• Provide Tier 1 support on banking applications
• Support the projects of MS patches/releases management, desktops support and PC & printer installations

Requirements:

• Holder of Higher Diploma or above in IT related discipline
• More than 5 years of work experience in services desk or technical support to handle IT incidents and queries from end-users
• Good knowledge of MS Office 365 products
• Full awareness of the IT incidents management workflow and delivery of service desk services
• Knowledge of tier 1 to 2 IT support in the services desk environment
• Proficient in English & Chinese

We offer excellent career prospects to the right candidate. Salary will be commensurate with qualifications and experience. Interested parties please apply with full resume, stating current / expected salary and availability.

Personal data provided by job applicants will be used solely for considering suitability for the post and strictly in accordance with our personal data policies which are available on request.

(Only shortlisted candidates will be contacted.)

Job description

About The Team

Our IT Service team is dedicated to delivering safe, reliable, and efficient technology solutions that empower employees across the business. We provide a full range of IT services—including network systems, security, hardware, and software—while focusing on user experience, operational efficiency, and innovative IT capabilities. By combining strong service delivery with innovation, we support both internal operations and external product excellence.

We are seeking a seasoned and proactive IT Service Site Lead to deliver premier IT support to our employees in a dynamic and growing technology business. You will be a key technical leader for our on-site services, ensuring operational excellence and mentoring fellow team members. Reporting to the IT-APAC Service Desk Country Leader, you will play a pivotal role in our Service Desk operations with visibility at the regional level.

Responsibilities

• Deliver end-to-end IT support at multiple physical sites, covering daily operations, incident/ticket handling, customer support, escalations, and ad-hoc IT requests.

• Act as a point of escalation and knowledge resource for local IT teams, ensuring consistent service quality.

• Manage and coordinate with IT service vendors, maintaining high customer satisfaction levels.

• Provide support for end-user devices, collaboration tools, AV/conference systems, and corporate applications.

• Lead or support initiatives in Service Desk operations such as asset management, IT security compliance, and device lifecycle management.

• Collaborate with IT infrastructure, AV, and network teams to implement and maintain systems across sites.

• Partner with local and regional Service Desk leads to design and implement Continuous Service Improvement (CSI) initiatives focused on productivity, operational efficiency, and employee experience.

• Identify, propose, and deploy tools and solutions to improve IT service management processes, with emphasis on automation, user satisfaction, and process efficiency.