Helpdesk / Support Duties (55%)
Be fully available to take phone calls on the centralised HK Helpdesk telephone number from end users, logging support calls within the ServiceNow Service Management System and escalating / closing these promptly.
Visit legal and support staff at their desks, when necessary, to provide one-to-one assistance to resolve problems or provide training / awareness of the systems.
Respond to critical business problems and resolving or escalating appropriately.
Regular checking of the ServiceNow call queues and IT Helpdesk mailbox, logging any requests, queries, and issues and taking appropriate action.
Regular liaison with the Service Desks in London and Sydney to ensure continuity of service and an escalation path for resolution of problems / issues.
Assist with system administration tasks for the Hong Kong, Shanghai and Seoul offices, and at times the other Asia offices.
Support for all software applications, such as Microsoft Office and in-house products specific to the legal practice.
Support IT hardware, ensuring faulty equipment, such as laptops / desktops, mobile devices, and printers are repaired and maintained.
Provide laptop / projector set-ups in client meeting rooms.
Provide technical support for video conference equipment when escalated by the Front of House, Client Services teams.
Work with the Asia IT team to ensure all enquiries and problems are promptly dealt with according to agreed service levels.
IT Administration (40%)
Carry out installations of new software and assist with the implementation of new machines and devices, working with the automated build procedure to configure and prepare laptops and desktop PCs.
Monitor IT equipment levels, ordering consumables, and analysing usage and requirements, making suggestions to the Senior IT Support Analyst and IT Manager.
Maintain the centralised asset register, organising / updating asset entries, as well as any other inventory lists the team maintains.
Assist with the logging and disposal of end of life equipment.
Project delivery (5%)
Undertake IT project tasks in conjunction with the IT Support Manager Greater China
Skills, experience and qualifications
Experience of a law firm, or of working in a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.
The ability to demonstrate success in a similar role would be advantageous.
Group / Team description
Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills.
The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.
Information technology is responsible for everything information systems-related. That includes :
technical support : IT helpdesks, asset management (including laptops and mobile devices) and technical training
infrastructure : networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security
innovation and technology : driving the increasingly important adoption of technology in new ways
development : designing and acquiring business applications.
While the roles within the division may vary, all involve providing the very best services and systems. You may also have the opportunity to work on challenging projects across the firm.
Diversity & Inclusion
We aim to have a diverse, innovative culture where high performance, client focus and highly engaged people are our differentiator and where we celebrate the uniqueness of our people.
Our firm is made up of people with a range of experience and backgrounds. We strive to ensure that our inclusive environment means our people feel valued and able to perform at their best by being their authentic selves at work.
We know that our future success not only depends on being innovative and progressive in the changing legal market but, most importantly, on our people feeling engaged.
We understand that our people have commitments and personal interests outside of work and we strive to create an agile working environment based on mutual trust and respect, in which people can perform at their best whilst maintaining sustainable balance across their work and non-work lives.