IT Support Analyst

Location Hong Kong
Experience level Early Careers
Job details sector Information Technology
Apply before 07/13/2018

The scope of service includes:

One Support:

  1. To provide Incident Management and Level 0, Level 1 and Level 2 support one “One” related incidents
  2. To attend monthly ONE Service Committee
  3. To coordinate the deployment of Regular fix/ Patching test/ health check
  4. To support any Group-level hotfix and enhancement testing/health check under all environments.
  5. To coordinate with Level 3 support on Creation/ Deletion of Myplace
  6. To provide WCM Content update
  7. To perform security related activities, including Granting Easy Authoring / Super Admin Access Right on request basis
  8. To perform Security Assignment of roles to users by adding them to specific groups (community based)

OpenText Fax

  1. To provide Incident Management on OpenText, and to provide assistance on end user enquiry.

An IT support Analyst help resolve end users’ IT technical problems.  The main responsibilities include the following:

  • Logging and processing IT incidents reported by end users
  • Provide problem determination, problem source identification, and problem resolution on IT incidents
  • 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
  • Provide service request fulfillment
  • Coordinate with end users and support teams on service request fulfillment
  • Track and follow up on outstanding service requests until completion
  • Conduct scheduled and routine support activities
  • 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



  • 4+ Year experience in IT support area
  • Good Knowledge of IT systems
  • Good communication skills with end users and IT teams
  • Ability to work well with people
  • Willingness to sometimes work in unsociable hours
  • Self-motivated and goal oriented
  • Previous work experience in an IT Service Desk environment preferred

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.


In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics

We offer excellent career prospects and attractive remuneration package to the right candidates.