Canadian International School of Hong Kong is looking for a Service Desk Specialist, Information Technology.

Reporting to the Operations & Support Manager, the Service Desk Specialist plays a key role in enabling the effective use of technology at CDNIS. Working within OneDoor, the school’s centralized digital support center, the Specialist serves as the IT Service Desk, providing Tier 1 and Tier 2 technical support. The role focuses on helping to troubleshoot day‑to‑day technology issues both through OneDoor and across the campus, supporting teaching and business operations. 

Key Duties & Responsibilities 

• Serve as a primary point of contact for OneDoor, receiving, prioritizing, and resolving service requests to ensure timely, consistent, and high‑quality support delivery. 

• Manage daily helpdesk operations, including ticket monitoring, documentation, escalation, and follow‑up, while maintaining strong communication and service standards. 

• Provide Tier 1 and Tier 2 technical and user‑side support for staff and students, troubleshooting hardware (Macbooks, PCs, and iPads), software applications, peripherals, and connectivity issues. 

• Respond to ad‑hoc technology support requests across the campus, delivering hands‑on assistance to support teaching, learning, and business operations. 

• Perform user and device administration, including account management, cloud services, and deployment of desktops, laptops, iPads, software, and other IT equipment. 

• Maintain accurate IT asset management, ensuring proper inventory control, documentation, maintenance, and lifecycle tracking of hardware and software. 

• Provide on‑site support for meetings, events, and functions, including setup, testing, and operational assistance. 

• Produce clear, concise, and accurate daily service and operational reports, liaise with external vendors as required, and carry out additional support duties aligned with the role. 

Required Qualifications & Experience 

• Bachelor’s degree in Computer Science or a related discipline, or equivalent practical experience, with a minimum of three years’ relevant experience in an IT support environment. Candidates with less experience may be considered for the IT Engineer role. 

• Strong experience supporting Apple and Microsoft environments, including hands‑on administration of MDM and endpoint management solutions, with particular familiarity in JAMF for Apple device management. Relevant certifications (e.g. ACSP, ITIL) are advantageous. 

• Practical experience with Microsoft 365 services, cloud‑based solutions, general office automation software, and endpoint security tools. Familiarity with Microsoft Teams administration is a plus. 

• Excellent user‑facing support skills, combining patience, empathy, and clear communication, with proven ability to troubleshoot and resolve issues proactively for students, faculty, parents, and staff. 

• Demonstrated problem‑solving ability, initiative, and resilience, with the capacity to manage competing priorities, work under pressure, and respond effectively to urgent and ad‑hoc campus support requests. 

• Familiarity with AI tools in educational and workplace settings, with the ability to promote ethical and responsible AI use, provide frontline guidance, and demonstrate ownership, leadership potential, and strong teamwork skills. 
  

What We Offer 

• 13th-month pay

• 5 days of school holidays (in addition to annual leave)

• Complimentary school bus service (with shuttle routes conveniently passing through major MTR stations across Hong Kong Island and Kowloon)

• Staff discounts at the school canteen

Application Procedures

Please include a covering letter, a detailed résumé, expected salary, the names and contact information of three references and send to us by email.

Candidates should note, however, that in the event outstanding applicants are identified early for any of the above position, CDNIS reserves the right to make an appointment before the closing date (if applicable).   For this reason, it is important that interested candidates apply as soon as possible.

Successful candidates will be short-listed and will be contacted for interviews.

Safety is Our First Priority

CDNIS believes that every child has the right to grow up in a healthy, safe, secure and supportive environment.  As an institution CDNIS prioritises and promotes child protection above all else and adopts a strict zero tolerance policy towards the mistreatment or abuse of children.

CDNIS supports the International Task Force on Child Protection (ITFCP) Reports and Recommendations and we hold ourselves to a high standard of effective recruitment practices with specific attention to Child Protection.

As part of our safer recruitment procedures, CDNIS conducts pre-employment  reference checks before confirming any appointment.  Furthermore, CDNIS requests all successful candidates to undergo criminal record checks at their local police and/or Sexual Conviction Record Check (SCRC) in Hong Kong.

Personal data is collected and used for recruitment purposes only.