HKG - IT Analyst, IT
Clifford Chance LLPHong KongUpdate time: August 18,2019
Job Description
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 Support
- Attends to local issues, queries and requests from users, logs and monitors tickets in the firm's Helpdesk system
- Provides 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 teams
- Responsible for supporting the technologies inside the client and internal meeting rooms including the Video Conferencing event testing and setup
- Provides 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 leaves
- Assist with the IT induction training for new staff members where required
- Participate in a good proactive working relationship within the IT Service Centre team and other teams within the IT department
- Perform other duties as assigned by Manager
Service Management
- Create and maintain operational documentations / knowledge database
Project Support
- Works 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
Value add services
- Proactively 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 productivity
- Proactive focus on constantly improving the overall user experience with IT
- Capture Voice of Customer feedback and share with Technology Services Manager in regular team meetings and ad-hoc engagements
- Deliver proactive communications via recognized channels (email, Yammer, Techbar)
- Demonstrate new technology and provide consultation to lawyers and other staff members in Techbar
General
- Contribute to the broader regional IT team by generating new ideas and ways to improve the service delivered by IT
- Maintain and manage hardware assets in the office
- 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
- Solid 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 system
- Solid knowledge in troubleshooting network relate issues (TCP/IP, DNS, VPN, Proxy)
- Hands-on experience in supporting online meeting tools like WebEx, GotoMeeting, Skype for business
- Experience in supporting Audio/Visual technology (Video matrix switch, audio mixer, control system)
- Experience in supporting Active Directory, Citrix Director, RSA, Exchange, Blackebrry UEM and Cisco Call manager will be an advantage
- Experience in consumerisation and BYOD related technologies which allow users to access business applications on personal devices and hardware provisioning
- Good initiative; able to work well under high demanding environment; excellent customer service skill; able to work well independently and in a team
- Willingness to take ownership and show initiative to achieve results
- Strong interpersonal skills and the ability to work in a team environment
- Strong analytical and troubleshooting skills
- Excellent communication and professional writing skills, with ability to explain complex information precisely
- ITIL foundation certification preferred, with proven skills & experience in this area
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