Company Description
About Business Tech
Are you up for a challenge? Do you want to take part in shaping the future for our customers and colleagues? Are you a strong integrator who always challenges the status quo? If your answer is “Yes!”, then this opportunity might be something for you.
H&M Business Tech is established to take the lead in changing the fashion industry, combining business and technology with innovation to create new business and customer value. With our Business Tech Hubs, we want to create a global, diverse and collaborative network for the newly formed function and make sure that our Business Tech products are achieving desired effects in the markets and are relevant for our customers & colleagues in different parts of the world. As the Business Tech organization, “We continuously surprise and delight our customers and accelerate our business – by releasing the power of people data and technology.”
Job Description
Overall Job Function: As a Helpdesk Agent your main responsibility is to provide quality IT support service mainly to our users in Hong Kong time zone through all our channels (Phone, E-Mail, Chat and ticketing). You need to have a good communication / language skill as you will be working close with the central competence groups internally and externally around the world.
The Help Desk Agent believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.
Job Responsibility including but not limited to:
Receive, manage, prioritize, escalate, close and communicate about errands from H&M users and vendors.
Ensuring quality in tickets, knowledge articles and self-service.
Providing support via phone, chat, email, and ticketing.
Troubleshooting and resolving single customer issues with Windows and Mac
Supporting Microsoft Office, Exchange, VPN, SharePoint, User Client Hardware, Mobile devices, user accounts and permissions.
Using remote administration tools to resolve issues on desktops, laptops, and printers.
Ensuring proper documentation, notification, tracking, and follow up of all incidents.
Qualifications
Minimum Candidate Qualifications:
Strong language skills in spoken and written English is a MUST
Fluent in Mandarin is an advantage
Diploma or above in IT related disciplines
Excellent communication skills and social skills and service-minded
Basic knowledge of tools used in service desk
Experiences from working in a multi-national and multi-cultural environment
Have ITIL foundation knowledge is an advantage
Able to travel occasionally (domestic and international)
Competencies:
Eager to learn IT knowledge
Strong team spirit
Problem-solving mindset
Responsible, able to work independently and with positive attitude
Self-motivated
Positive and optimistic to problem solving
Ability to meet and communicate with different persons.
Good sense of urgency
Additional Information
Working Hours (Shift rotation):
Monday to Friday
7:00 - 15:30 , 8:00 - 16:30 , 9:00 - 17:30 , 9:30 - 18:00
Weekend and Public Holiday
7:00 - 15:00
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