My client, an international magic circle law firm in Hong Kong, is looking for a top tier senior IT support Analyst to join them in a regional position.
This position is to provide a comprehensive IT support service to the partners, lawyers and business services staff, through proactive, professional and courteous customer request and incident handling.
This position is also responsible for working closely with the users to educate them on the technologies deployed within the office and on the desktop, with the aim of improving efficiencies and productivities.
1st and 2nd Level SupportAttends to local issues, queries and requests from users, logs and monitors tickets in the firm's Helpdesk systemProvides sound advice and assistance with the handling of and solution of ITSC incidents and requests.
This also includes escalation of calls to the appropriate resolving groups in the region as well as global teamsResponsible for supporting the technologies inside the client and internal meeting rooms including the Video Conferencing event testing and setupProvides desktop hardware (including printers) and software support including remote services (e.
g. RAS / VPN, Token & secure ID, mobile devices, etc.)Provide backfill support for other regional offices due to local holidays or staff leavesAssist with the IT induction training for new staff members where requiredParticipate in a good proactive working relationship within the IT service centre team and other teams within the IT departmentPerform other duties as assigned by ManagerService ManagementAct as interim Incident Manager during major incident, when the Change, Incident and Problem Manager is not availableCreate and maintain operational documentations / knowledge databaseAttend Weekly Change Advisory Board Meeting to discuss upcoming Change submissions, review and issue weekly IT maintenance notesDraft and issue user communication to business usersProject SupportWorks with the Regional Technology Manager, APAC and the Infrastructure Team on all phases for projects coming into local office (and APAC), including pilot testing, problem reporting, follow up with issues, support during the project rollout, and attend necessary training if neededValue add servicesProactively engage with fee earners and business services staff to educate them on how to take advantage of the various technology tools and services available to them with the aim of improving efficiencies and productivityProactive focus on constantly improving the overall user experience with ITCapture Voice of Customer feedback and share with IT Service Centre Manager in regular team meetings and ad-
good spoken and written Chinese (Cantonese and Mandarin)3 to 6 years of experience in IT service desk / technical support role, preferably in Law Firm, Professional Service Firm or multinational companiesSolid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)Solid experience in supporting Apple, Android and Blackberry hand held devices and video conference or telepresence systemSolid knowledge in troubleshooting network relate issues (TCP / IP, DNS, VPN, Proxy)Hands-
able to work well under high demanding environment; excellent customer service skill; able to work well independently and in a teamStrong interpersonal skills and the ability to work in a team environmentITIL foundation certification preferred, with proven skills & experience in this areaAll interested parties please apply directly to this job ad, or contact Michael Stroud at +852 2232 3464 or at michael.stroud randstad.com.hk