Desktop Support Engineer

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • Societe Generale
  • 22 Jun 18 2018-06-22

Desktop Support Engineer


SG CIB is the Corporate and Investment Banking arm of the Société Générale Group. Present in over 50 countries across Europe, the Americas and Asia. SG CIB provides corporate, financial institutions, investors and public sector clients with value-added integrated financial solutions.

Description of the Activity of the Team

  • To provide daily operation, technical support and troubleshooting services to end-users in a proactive and professional manner
  • To take ownership of each case in a professional, consistent, and efficient manner
  • To provide an optimum service to our clients, commit to the expectation, and maintain customer productivity and satisfaction
  • To act as a single point of contact for clients on escalation matters
  • To lead, or participate on technical documentation and knowledge base sharing
  • To lead, or participate on desktop related projects
  • To lead, or participate on L3 meetings


Main Responsibilities

  • Base on priority, handle cases from L1 helpdesk, and set client expectation.
  • Base on first comes first serve bases, handle clients from IT Kiosk
  • Open and update cases on the ticket system, and keep client well informed
  • Handle and coordinate on user relocation, joiner, leaver, transfer requests
  • Log all hardware changes on asset management system
  • Perform preventative maintenance tasks and cleanup tasks
  • Participate on L2 team meetings, trainings, and project meetings
  • Take ownership on unresolved cases, and work closely with L3 or Managers
  • Identify root caused, share knowledges, and update documentations
  • Handle new system or application implementations including BCP


  • Excellent communication skills and customer-oriented
  • Responsible and committed team player with strong interpersonal skills
  • Good command of both written and spoken English
  • Excellent troubleshooting skills and able to follow process and procedure
  • Support Knowledge on Active Directory, Blackberry GOOD, (MS Products: Office, Outlook, Share Point, Skype, Windows OS), Network Protocols
  • Hardware Knowledge on Desktop, Laptop, Smartphone (Android & IOS), Video Conference
  • Work in shift and rotation base. (Monday to Friday, 8 hours shift between 8:00am to 7:30pm)
  • Occasion required working on HK Public Holidays
  • Knowledge on writing scripts on SCCM or SMS will be an advantage

Requirement (Qualification / Years of Experience / Skill / Knowledge)

  • Diploma holder or above of Computer Science/Information Systems or related disciplines
  • Minimum 3+ years with hands-on experience in a helpdesk or desktop support position
  • IT Project coordination experience will be required
  • Strong written and verbal communication skills
  • Fluent in English
  • Investment banking experience will be advantageous but not mandatory