Job number: 1505 | Department: Information Technology

Principal Duties and Responsibilities

• Provide 1^st /2^nd Line local and Service Desk support for all IT related service requests via telephone and email, and assist other IT members supporting the business locally and in remote locations
• Ensuring customer service delivery is timely and accurate on a daily basis by actively triaging the ticket queue and ensuring proper assignment, responding to queries in a timely manner to ensure the high level of service satisfaction is met
• Supervising and conducting the following:  hardware break fix operations (hardware diagnostics, memory upgrades, etc.), basic network and workstation configuration in a Microsoft AD / Azure / M365 environment, technology asset procurement, local end user training, manage new hire setup including end user asset deployment (computers, phones, mobiles, etc.)
• Raising concerns and provides recommendations to the team / Manager based on Service Desk trend analysis and observations through first lines of support
• Proactively creating and updating technical documentation
• Interacting with Group IT on Infrastructure, Security and operational IT issues
• Collaborating on specific projects as directed by the Regional IT Manager
• Adhering to current policies and procedures as defined by the organisation
• Provide coverage for the Shanghai and Shenzhen offices as needed during staff absences
• Assist with VC setup for meetings
• Due to nature of work out of hours cover may be required

Knowledge, Skills and Experience Required

• Relevant qualifications in the following areas would be ideal: Computer Science, Microsoft, CompTIA, ITIL
• Demonstrated ability to manage small technical projects end to end and work independently when required
• Experience working with Microsoft products (E.g. AD, Office, Teams), Citrix, AdEx, iManage, Viewpoint, SharePoint, Mitel, antivirus, cost control programs and email filtering systems would be an advantage
• A solid foundation in IT/network administration and application support is required, with the ability to communicate to a non-technical audience
• Excellent organisational, written, and oral communication skills are essential together with effective interpersonal skills and a high level of professionalism
• Ability to perform several tasks concurrently with the ability to effectively prioritize them in a highpressure environment
• Experience with service desk applications and ITIL methodologies
• Previous experience in a law firm setting would be an advantage
• Ability to exercise a high degree of confidentiality
• Strong technical documentation skills
• The ability to provide out of hours support as required
• Excellent proficiency in both Cantonese, Mandarin and English
• Minimum 2 years’ experience in a similar role