It Support Analyst (law Firm) - Ic

Hong Kong, Hong Kong
Last update 2024-02-22
Expires 2024-03-22
ID #2016677250
It Support Analyst (law Firm) - Ic
Hong Kong, Hong Kong,
Modified February 3, 2024


COMPANY : International law firm NATURE : Permanent• Department: Technology Services• Hours of Work: 10.00am - 6.00pm, Monday - Friday• Reporting to: Manager of IT – Asia (based in Hong Kong) Job Description Office and Team support:• Provide 1st and 2nd line support to customers during working hours (Mon - Fri 10:00 am to 6:00pm). Some out of hours and occasional weekend work – flexibility required.• Log all Incidents/Service Requests/Queries within the IT Service Management system• Answer all reactive phone calls and action all proactive portal tickets• Provide IT support to customers based or working from the Hong Kong office and other Asia Pacific offices if required.• Provide support by both telephone (sometimes using remote control software) and desk side visits where appropriate to ensure quick resolution of problems. Support should also be provided for all mobile devices and software applications.• Provide IT Induction to the new joiners.• Prepare security pass for new joiners.• Assist with office wide and departmental moves where required.• Manage all IT hardware ensuring this is audited and that minimum stock levels are maintained.• Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Policy (ISP). Software & Hardware support:• Install, configure and support desktops and laptops in both office and when customers are working remotely.• Install, configure, support and troubleshoot software application and services including, all core bespoke business applications, Window 10/11, Office 365, i Manage, Adobe applications, Compare Docs, Aderant, Carpe Diem, Web Ex, Windows Server, Microsoft In Tune, Microsoft Admin Centre, Citrix, Terminal Services and Anti Virus software.• Install, configure & support smartphone devices. Troubleshoot complex smartphone issues from both the device and the Mobile Device Management infrastructure.• Install, configure & support networking devices with specific reference to Cisco hardware.• Support remote customers using Citrix / Cisco and/or Microsoft VPN/RAS/ Microsoft Teams• Troubleshoot and manage the printers and MFD.• Troubleshoot/install hardware and software problems for servers / routers / desktops / laptops / tablets / phones.• Troubleshoot and manage AV equipment in Hong Kong office.• Travel to the Hong Kong data centre (HK1) to assist installation/troubleshooting when required.• Install, configure and support remote networking connectivity.• Test, install & configure new desktop/laptop/tablet hardware and software. Best Practice / Process support:• Where necessary work with other teams within the Technology Services Department to achieve call resolution. The Customer Support Team must on these occasions provide detailed and precise information to enable those teams to ensure a prompt resolution.• Work with other people within the IT Support team to ensure all Customer requirements are supported to a high and consistent standard on a daily basis. To ensure effective feedback is communicated to the Customer base in a timely and appropriate professional manner.• Monitor your call queue and that of your immediate colleagues when appropriate to ensure the highest level of service is maintained.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: It support analyst (law firm) - ic

⇐ Previous job

Next job ⇒     


Contact employer

    Quick search:


    Type city or region