IT Support Analyst

Role and Responsibilities

• Deliver professional and consistent IT support by telephone, remote support and face to face assistance to users across the Hong Kong and Singapore offices.

• Provide support to the wider Service Desk function by assisting with inbound support channels, including telephone calls and shared support mailbox enquiries, during periods of high demand, staff absence or out-of-hours coverage requirements in other regions.

• Ensure all incidents and service requests are accurately logged, updated and responded to within agreed service levels and in accordance with IT standards, processes and procedures.

• Take ownership of assigned incidents, service requests and technical issues, applying sound troubleshooting skills to diagnose and resolve hardware, software and application-related problems, and escalating to the Middle East & Asia Service Delivery Manager or relevant technical team where appropriate.

• Maintain a customer-focused approach and manage user expectations through clear, timely and professional communication.

• Build effective working relationships with users, business stakeholders and colleagues across IT.

• Configure, deploy, maintain and support laptops, desktop devices, mobile devices and associated peripherals, including the installation, movement, replacement and lifecycle management using Microsoft Intune or SCCM where appropriate.

• Support and troubleshoot printers, multi-functional devices and secure printing solutions.

• Assist with the setup and support of internal and external virtual meetings, presentations and meeting room technologies.

• Maintain accurate asset records and ensure IT equipment is correctly recorded within the firm’s IT asset management system.

• Create, review and maintain knowledge articles, user guides and support documentation to improve first-time resolution rates and promote knowledge sharing across the IT function.

• Identify recurring incidents and potential issues and raise these with the Middle East and Asia Service Delivery Manager or relevant support teams.

• Work collaboratively with colleagues across the wider IT function to support service improvements and business initiatives.

• Travel within the region as required to support business and operational requirements.

• Carry out other support-related duties reasonably required by the business.

Qualifications and Experience

• At least 1 to 2 years’ experience working in a busy IT support team, preferably within a legal or professional services organisation.

• Sound diagnostic and troubleshooting skills, with the ability to resolve technical issues and escalate appropriately.

• Sound knowledge of Microsoft Windows and Microsoft Office applications, particularly Outlook and Word.

• Good understanding of PC hardware and software setup and configuration.

• Experience supporting mobile devices and endpoint management technologies.

• Knowledge of Active Directory and user administration.

• Understanding of software deployment technologies and endpoint management solutions.

• Knowledge of document management systems, preferably iManage.

• Knowledge of legal-specific applications such as InterAction and Intapp is advantageous.

• Understanding of ITIL principles and service management practices.

To apply or find out more about this opportunity, please contact our Recruitment Team for further information at Recruitment@crsblaw.com