Analyst, Service Delivery



Technical Skills

  • Inventory Management
  • Scheduling
  • Technical Support

Job Description

Analyst, Service Delivery

Location: HONG KONG

A IT support Administrator helps resolve end users’ IT technical problems.  The main responsibilities include the following:

  • Logging and processing IT incidents reported by end users
  • Follow standard operating procedures to provide problem determination, problem source identification, and problem resolution on IT incidents
  • Follow standard operating procedures to fulfil user service requests
  • Escalate IT incidents to appropriate teams when necessary
  • Coordinate with end users and support teams on incident resolution
  • Track and follow up on outstanding incidents until closure
  • Coordinate with end users and support teams on service request fulfilment
  • Track and follow up on outstanding service requests until completion
  • Conduct scheduled and routine support activities based on standard operating procedures
  • Provide administration support, such as update on asset inventory, management of stocks of equipment/supplies, and compilation of reports
  • Participate in service review meetings with end users and support teams
  • Learn fundamental operations of commonly used productivity applications, such as Microsoft Office


  • 2+ Year experience in IT support area
  • Good Knowledge of IT systems
  • Friendly presence and helpful attitude; good communication skills with end users and IT teams
  • Ability to work well with people
  • Ability to provide technical support over the phone; good phone skills
  • Self-motivated and goal oriented; ability to remain productive during slow times and business times
  • Previous work experience in an IT Service Desk environment preferred

Employment TypeFull-time
Education LevelNon-specified
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station