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IT Analyst

Hong Kong    Helpdesk / Desktop Support    Permanent   

We are looking to hire an IT Analyst for an International Law Firm to support users in Asia Pacific countries.

  • Attend to local issues, user queries and requests, actively logging and monitoring tickets via the firm's Helpdesk system (ServiceNow)
  • Provide sound advice and assistance with the handling of and resolution of incidents and requests. This also includes escalation to the appropriate resolving groups in the region as well as global teams
  • Responsible for supporting client and meeting room technologies including the Video Conferencing event testing and setup
  • Provide 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 absences as required
  • Assist with the IT induction training for new staff members where required
  • Participate in a good proactive working relationship within the Hong Kong Technology team and other teams within the IT department
  • Perform other duties as assigned by the Technology Services Manager
  • Create and maintain operational documentation and Knowledge Bases (KBs)
  • Work 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 needed
  • Contribute to the broader regional Technology team by generating new ideas and ways to improve the service delivered by IT
  • Maintain and manage hardware assets in the office
  • Deliver proactive communications via recognised channels (email, Yammer, Ms Teams, Techbar)

  • Strong spoken and written English; 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 companies
  • ITIL foundation certification preferred, with proven skills & experience in this area
  • Solid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)
  • Solid knowledge in troubleshooting network related issues (TCP/IP, DNS, VPN, Proxy)
  • Experience in supporting Active Directory, Citrix Director, RSA, Exchange, Blackebrry UEM and Cisco Call manager will be an advantage
  • Experience in containerisation and BYOD related technologies which allow users to access business applications on personal devices and hardware provisioning
  • Solid experience in supporting Apple, Android and Blackberry handheld devices and video conference or telepresence system
  • Hands-on experience in supporting online meeting tools like WebEx, GotoMeeting, Skype for business
  • Willingness to take ownership and show initiative to achieve results
  • Experience in supporting Audio/Visual technology (Video matrix switch, audio mixer, control system)
  • Good initiative; able to work well under high demanding environment; excellent customer service skill; able to work well independently and in a team
  • Strong interpersonal skills and the ability to work in a team environment
  • Excellent communication and professional writing skills, with ability to explain complex information precisely
Apply Now!


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