Senior IT Service Specialist

Req ID: 2737 Company: Jebsen and Company Limited Business Line: Group Functions Work City: Hong Kong Job Function: Information Technology GROUP Founded in 1895, Jebsen is a privately-held marketing, distribution and investment organisation established in Greater China. It partners with leading brand companies to bring a wide array of quality products to Greater China while driving success for its people and business partners, protecting the environment and serving the communities in which it operates. Purpose of the Job The Senior IT Service Specialist is a crucial frontline role responsible for providing high-quality technical assistance within a fast-paced investment environment. The successful candidate will be responsible for providing unparalleled, real-time technology support to traders, portfolio managers, and senior management. This role demands an individual with exceptional technical acumen, maintaining composure under pressure, and a deep understanding of the front-office ecosystem. Responsibilities Serve as the primary technology point of contact for the trading and investment desks, providing timely and expert-level support for incidents and service requests that impact business operations. Provide comprehensive support for investment and front-office tools, including Bloomberg Terminal, Enfusion investment management platform, FactSet, and related market data services. Provide technical support during trading hours and respond with urgency to issues affecting traders, portfolio managers, and senior management. Troubleshoot and resolve complex issues across desktop, applications, Microsoft 365, advanced Excel usage, network connectivity, video conferencing, and market data infrastructure. Manage the incident and request lifecycle using the IT Service Management (ITSM) tool, ensuring tickets are properly logged, updated, documented, and resolved within agreed SLAs. Maintain accurate IT asset records for user devices and coordinate replacement, repair, return, and disposal activities as required. Support IT procurement activities for users, including gathering requirements, preparing purchase requests, coordinating quotations, tracking order status, and following up with vendors, procurement, and finance teams. Coordinate with vendors and service providers for system upgrades, maintenance, repairs, and issue resolution. Participate in IT projects, including system upgrades, office moves, new technology rollouts, and service improvement initiatives. Monitor system health, perform routine checks, and ensure compliance with company IT policies and security standards. Support the adoption of AI-enabled IT service tools, such as Microsoft 365 Copilot, chatbot/self-service support, and knowledge base automation, to improve user experience and reduce repetitive support requests. Identify opportunities to use AI and automation to streamline ticket handling, reporting, user guidance, and operational workflows while following company IT security and data protection policies. Provide guidance and training to users on IT best practices, policies, systems, and software usage. Provide remote IT support for Europe users when required, including occasional non-office-hours support for critical business activities, major incidents, planned changes, or urgent user needs. Perform ad-hoc duties as assigned. Requirements • Bachelor’s degree or High Diploma in Information Technology, Computer Science, or a related field is preferred. • Minimum of 6-8 years’ experience in IT support, including at least 3 years within the financial services industry, a fund house, or a trading environment. More senior candidates are also welcome to apply. • Hands-on experience supporting Bloomberg Terminal, Enfusion investment management platform, and FactSet is a must. • Solid understanding of core IT infrastructure, including Active Directory, TCP/IP networking, DNS, and DHCP. • Proven experience supporting Microsoft 365 in a corporate domain environment. • Familiarity with mobile device management solutions, such as Microsoft Intune. • Familiarity with AI-enabled workplace tools, such as Claude Cowork, Microsoft 365 Copilot, IT support chatbots, self-service knowledge platforms, or workflow automation tools, is preferred. • Strong troubleshooting, analytical, and problem-solving skills, with the ability to perform effectively under pressure. • Strong customer service mindset and excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users. • Ability to work independently, prioritize tasks, and respond quickly in a fast-paced, global business environment. • Awareness of responsible AI usage, data privacy, and information security principles when using AI tools in a corporate environment. • Willingness to occasionally work outside standard office hours to support Europe users or urgent business needs. • Good command of written and spoken English is a must. • Relevant IT certifications are a plus, such as ITIL, Microsoft Certified Professional, or CCNA. SUCCESS BREEDS SUCCESS. With over 100 years of history, Jebsen’s success has been made possible through our commitment to our partners, to our communities, and to our most valuable asset — our people. We offer dedicated and talented individuals the opportunity to engage with a family of premium global brands. Employees who pursue excellence are given a diverse platform that provides continuous development and career exposure. At Jebsen, success breeds success.