Senior IT Support Analyst

Job Title: Senior IT Support Analyst
Contract Type: Permanent
Location: Hong Kong, Hong Kong
Industry: Legal
Salary: HK$420000 - HK$480000 per annum
Start Date: ASAP
Reference: JN -032019-231113
Contact Name: Donal Gray
Contact Email:
Job Published: April 29, 2019 09:06

Job description

My client is a leading top tier legal firm who are expanding their IT team with a role for a Senior IT Support/Analyst.

You will provide a comprehensive IT support service to the partners, lawyers and business services staff, through customer request and incident handling and work 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

  • You will resolve local issues, queries and requests from users, logs and monitor tickets in the firm's Helpdesk system
  • Provide 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
  • Support the tech inside the client and internal meeting rooms including the Video Conferencing event testing and setup
  • Provide desktop hardware (including printers) and software support including remote services (e.g. RAS/VPN, Token & secure ID, mobile devices, etc.)
  • 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

Service Management

  • Act as interim Incident Manager during major incident, when the Change, Incident and Problem Manager is not available
  • Create and maintain operational documentations / knowledge database
  • Attend Weekly Change Advisory Board Meeting to discuss upcoming Change submissions, review and issue weekly IT maintenance notes
  • Draft and issue user communication to business users

Project Support

  • Work with the APAC Technology Manager 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 IT Service Centre 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


  • Contribute to the broader regional IT team by generating new ideas and ways to improve the service by IT
  • Maintain and manage hardware assets in the Office

Qualifications Needed

  • 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 mobile 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
  • Audio/Visual technology (Video matrix switch, audio mixer, control system)
  • Experience in consumerisation and BYOD related technologies which allow users to access business applications on personal devices and hardware provisioning
  • 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
  • Active Directory, Citrix Director, RSA, Exchange, Blackebrry UEM and Cisco Call manager will be an advantage
  • ITIL foundation certification preferred, with proven skills & experience in this area


  • The package includes a discretionary CNY bonus, 18 days AL, and medical, dental and life insurance (after probation period)

Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.