Our client, a famous international legal firm is now looking for IT Customer Service Analysts to join them.

Responsibilities:

• Try to resolve incidents at the first point of contact, and escalate when unable to do so
• Manage and escalate requests and contribute to the successful deployment/upgrade of IT services and systems
• Communicate effectively with users
• Be friendly and patient and have the ability to develop a rapport with users over the phone and in person
• Update tickets in accordance with local, regional and global standards and processes
• Work under minimal supervision
• Configure and troubleshoot laptops, desktop PCs, and peripheral equipment
• Maintain an asset inventory of laptops, desktops, smartphones and peripherals as a team
• Provide support for audio visual/video conference/webinar events and remote conference tools
• Handle service activities related to new starters and leavers
• Test new software packages and upgrades to existing applications and provide support to other IT teams
• Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
• Proactively identify and communicate operations and business risks to IT and firm management

Qualifications / Person Specification:

• Professional certification and/or experience (e.g. MCDST qualification) preferred
• A+ Certification preferred
• 3-5 years' experience as a service desk and or desktop support analyst in a professional services environment
• Knowledge of the ITIL environment and processes essential
• Knowledge of Win10 and all related problems with OS, error logs and troubleshooting
• Advanced knowledge of Microsoft Office 2016 in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools)
• Good understanding of Active Directory Users & Computers and its associated membership groups, TCP/IP, DNS, DHCP & VPN as it relates to desktop support activities
• Strong desktop PC, laptop, printer and iPhone hardware support and maintenance knowledge including imaging, parts replacement and configuring PCs to Firm standards for rollout to users
• Good knowledge of latest smartphone devices (hardware and OS) and the way they are set up and configured
• Knowledge of document management systems and e-filing processes is a bonus
• Excellent oral and written communications skills in English, Cantonese & Mandarin is a bonus