Aesop Hong Kong Limited

ICT Support Analyst , Asia

Aesop Hong Kong Limited
Salary provided
Posted on 24 Sep 2020

ICT Support Analyst , Asia

Aesop Hong Kong Limited

Job Highlights

  • Retail experience preferred
  • Global and growing retail organisation
  • Central location

Job Description

POSITION PURPOSE
  1. To supervise ICT Support Analyst in Asia to ensure the same support procedure are followed and adhere to.
  2. To provide technical guidance, recommendation and solution on any open issue related to ICT Support in Asia.
  3. To train and provide technical guidance to external ICT vendor to ensure their resolution is adhered to our support standard
  4. To provide backup ICT Support for Asia in case of staff turnover and long vacation.
  5. To ensure Global ICT Standard is followed in Asia by periodical audit and review and provide rectification guidance
  6. Assist in Global ICT projects in terms of regional resources alignment, country specific testing coordination, country roll out assistance and support.
  7. Be responsible for ICT regional procedure and standard testing, refinement and country rolling out follow up.
  8. To keep hardware and software up to date and to ensure Aesop global standards are maintained. To take a proactive role in the development of existing systems and new retail developments at both Regional Office and Aesop Retail stores as guided by the global ICT function. 
  9. Work closely with IT and business users to support the preparation and completion of project deliverables with high level of quality
  10. To assist with the support of critical ICT operational functions within the Aesop offices and across all Aesop signature stores and counter stores within Asia.
  11. To materially contribute to administrative efficiencies and the implementation of new processes as required. To work and manage external ICT vendors as required.  To ensure assistance and interaction with Aesop staff is friendly and professional.
MAIN RESPONSIBILITIES
ICT Support Supervision
  • In each Support Service Catalogue, to work on support material preparation and user access right requirement and prepare for testing and delivery.
  • Train support resource (internal and external) to use the same support material and measure their delivery according to pre-set SLA.
  • On any open IT support issues for Asia to give guidance and support to expedite the case to be resolved.
  • Provide training on service attitude on how to deliver friendly, courteous, patient service mind to our ICT Support staff for their better service delivery.
  • To organize regular Scrum meeting with Asia ICT Support member to review current support tickets to provide guidance on priorities, categorization and technical advice on how to improve our Services via the centralised helpdesk system.
  • Deliver friendly, courteous, patient, timely and outstanding ICT support service to all Aesop staff.
  • Maintain status records of support tasks undertaken via the centralised helpdesk system.
  • On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
  • Be available to work flexible hours on occasion as directed by business needs.
  • Assist the Regional ICT Operations Manager and other ICT team members to –
User Support
  •      Deliver friendly, courteous, patient, timely and outstanding ICT support service to all Aesop staff.
  •      Maintain status records of support tasks undertaken via the centralised helpdesk system.
  •      On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
  •      Be available to work flexible hours on occasion as directed by business needs.
  •      Assist the Regional ICT Operations Manager and other ICT team members to –
o   Provide ICT support for all staff in Asia. Troubleshoot user issues & problems
o   Coordinate additional support from established external vendors where Aesop resources are inadequate or where onsite support is needed and remote support cannot be facilitated effectively.
o   Procure and install systems and equipment for new office staff and at new retail locations.
o   Ensure the security and integrity of regional office and retail ICT systems and data.
o   Maintain building access and security processes for staff
o   Adhere to global Aesop ICT standards, procedures and governance
o   Monitor and enforce global Aesop ICT security and access policies within the organisation
o   Facilitate strong communication between the Aesop Asia office and retail locations establishing relationships with key staff.
  •      Work on-site at Aesop Retail store locations as required.
  •      Log in remotely to distributed locations to perform support duties
ICT Training
  • Review the support tickets to determine the common problems which can be minimized by better staff training
  • Develop and deliver training material in English and for local ICT staff to translate into local language 
  • Train the trainer concept to deliver training to ICT Support Staff for their local execution and deployment
  • Participate in relevant retail meetings to understand staff requirements, concerns and issues as well as to report to retail staff on relevant ICT training developments.
  • Proactively understand and implement on-going training requirements for ICT Support staff
Computer Hardware and Software Procurement, Installation, Maintenance Standardization
  • Develop a Best Practice on Hardware and Software procurement, installation and maintenance procedures.
  • Facilitate procurement portal setup lead by Global /Regional guideline
  • Assist the management to –
o   Procure ICT hardware, software, other equipment as guided by regional management or the global ICT function.
o   Perform installation of hardware and software for new and existing computers and other ICT equipment
o   Research, test and evaluate industry trends and new software.
o   Perform upgrades and necessary configuration changes as directed
  • Price negotiation with various ICT vendors to have optimum price level
  • Monitor performance of existing systems and equipment and recommend improvements
  • Monitor and perform necessary backup and disaster recovery procedures to ensure business continuity
  • Maintain a detailed support log through the established ICT helpdesk system, provide monthly reporting to Regional ICT
  • Assist in the preparation and development of reports for key business functions particularly retail reports and time reporting.
  • Ensure ICT documentation and procedures are maintained and kept relevant and up to date
  • Maintain and contribute to the ICT knowledge base
Reporting & Documentation
  • Maintain a detailed support log through the established ICT helpdesk system, provide monthly reporting to Regional ICT
  • Assist in the preparation and development of reports for key business functions particularly retail reports and time reporting.
  • Ensure ICT documentation and procedures are maintained and kept relevant and up to date
  • Maintain and contribute to the ICT knowledge base
Team Involvement and Support
  • Assist in maintaining harmonious work place relationships by openly and effectively communicating with other employees.
  • Be an active team member by demonstrating a willingness to help and support others.
  • Provide leadership and support in all technical areas.
  • Foster positive relations between the ICT support function and other business areas.
Health and Safety
  • Ensure that full care is taken in the performance of all duties in order to protect the health and safety of oneself, fellow employees, visitors and consultants.
  • Adhere to the Occupational Health and Safety policy of the company.
  • Adhere to the Equal Opportunity policy of the company.
Qualification and Skill
  • University graduate in Computer Science, Information Technology or related disciplines
  • Strong in problem-solving, project management and communication with different stakeholders
  • Experience in Office 365, Retail POS Solution and Meraki Setup and Troubleshooting
  • Fluent in Spoken and Written English
  • Candidate must have MCSE or MCP or CompTIA A+ certificate, holder of CCNA or MCA is preferred

Additional Information

Career Level
Not Specified
Qualification
Not Specified
Years of Experience
Not Specified
Job Type
Full Time
Company Website

Company Overview

Aesop provides a superlative offering of skin, hair and body products developed for men and women seeking effective formulations which are supported by rigorous scientific research. Our comprehensive range is represented in a growing number of fine department and specialty stores around the world. We currently present the exciting opportunity for individuals who possess exceptional customer service skills and professionalism to join Aesop.

Additional Company Information

Benefits & Others
Dental insurance, Five-day work week, Flexible working hours, Life insurance, Medical insurance, Performance bonus, Work from home