Junior IT Support Analyst (18K)

Location: Central and Western District, Hong Kong
Contract Type: Permanent
Specialisation: Technology
Salary: HK$15000 - HK$18000 per month
REF: BBBH221446_1526033209

Our client is a global legal consulting firm and is looking a smart candidate with good english communication skills to join their IT technical team

Job Description

Helpdesk / Support Duties

  • Be fully available to take phone calls on the centralised [HK] Helpdesk telephone number from end users, logging support calls within the ServiceNow Service Management System and escalating/closing these promptly.
  • Visit legal and support staff at their desks, when necessary, to provide one-to-one assistance to resolve problems or provide training/awareness of the systems.
  • Respond to critical business problems and resolving or escalating appropriately.
  • Regular checking of the ServiceNow call queues and IT Helpdesk mailbox, logging any requests, queries, and issues and taking appropriate action.
  • Support for all software applications, such as Microsoft
  • Office and in-house products specific to the legal practice.
  • Support IT hardware, ensuring faulty equipment, such as laptops/desktops, mobile devices, and printers are repaired and maintained.
  • Provide laptop/projector set-ups in client meeting rooms.
  • Provide technical support for video conference equipment when escalated by the Front of House, Client Services teams.
  • Work with the Asia IT team to ensure all enquiries and problems are promptly dealt with according to agreed service levels.

IT Administration

  • Carry out installations of new software and assist with the implementation of new machines and devices, working with the automated build procedure to configure and prepare laptops and desktop PCs.
  • Monitor IT equipment levels, ordering consumables, and analysing usage and requirements, making suggestions to the Senior IT Support Analyst and IT Manager.
  • Maintain the centralised asset register, organising/updating asset entries, as well as any other inventory lists the team maintains.
  • Assist with the logging and disposal of end of life equipment.