IT Support Analyst

Function:
IT & Engineering
Industry:
Legal
Monthly Salary:
Negotiable
Ref #:
CT20191227

Company Description

An international law firm

Job Description

To succeed in this role, the IT Suppot Analyst will be able to empathise, adapt and have excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically.  You will inspire confidence and be an excellent communicator at all levels, capable of dealing with people in a calm, effective and efficient manner.

Responsibilities

  • Perform technical support functions via phone, remote connection and desk side visits
  • Log calls in the Help Desk call logging system to ensure incidents are managed in a timely manner and escalated using the correct procedures.  Close calls when a satisfactory resolution has been achieved
  • Correctly diagnose software and hardware faults and liaise with 3rd party engineers.
  • Identify Major support Incidents and liaise with support teams, following the Major Incident process
  • Build and support laptops, desktops, printers and remote devices such as Blackberry’s, iPhones, iPads and tablets.
  • Inform the IT Manager of any escalating support issues in order that they may be resolved within reasonable time scales
  • Assist with user account management
  • Administer IT asset inventories, ensuring records are kept fully up to date
  • Produce and maintain technical documentation and articles for the knowledge base
  • Provide assistance for meetings and events, as well as Video Conference setup and support.

 

This list of duties and responsibilities is not exhaustive.  It is intended to describe the general content of, and requirements for the performance of this job, and as such, the role may also include the undertaking of additional tasks as required.

Requirements

Technical skills and qualifications

  • Technical knowledge of supporting Windows 8 Professional and Windows 10 in a networked environment
  • Experience of working in a Microsoft Active Directory and Exchange environment
  • Detailed knowledge of the Microsoft Office 2010/13 Suite including installing, configuring and support within a network environment
  • Understanding of networking technologies (wired and wireless)
  • Knowledge of remote working technologies – Citrix, DUO and RSA SecurID Administration
  • Mobile device support and management.
  • PC and Laptop configuration
  • Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with PC hardware, Laptops, tablets, printers and multifunction devices.
  • Document Management System – iManage or similar
  • Professional Services specific applications – Laser forms, Elite and InterAction. (desirable, not essential)

 

 

Personal qualities and approach

  • Inspires confidence that issues raised will be resolved
  • Excellent communicator at all levels. Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
  • Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
  • Strong written communication skills with a high standard of user training documentation and technical procedure writing skills
  • Enthusiastic and approachable
  • Must possess good problem-solving skills and a calm and focused attitude.
  • Must be a pro-active, team player but have the ability to work and focus on tasks independently of others.
  • Required to manage major service outages and incidents in a calm, methodical and professional manner.

 

The Essentials

  • Monday to Friday, 37.5 hour week, between the hours of 9:00am to 5:30pm.
  • Flexibility is a must as shift coverage, out of hours support and occasional overtime during projects and rollouts is a requirement of the role
  • Our Hong Kong office is dynamic and has an emphasis on team work.  The right person for the role will enjoy working in a collaborative environment as well as participating in the many social activities that the office has to offer.

Our client offers fringe benefits and competitive remuneration package to the right candidate.
Please email your resume to hello@consultonictalent.com