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This position is responsible for managing the local office IT function to ensure that a comprehensive IT support service is provided to the partners, lawyers and business services staff, through proactive,

professional and courteous customer request and incident handling. This position is also responsible for working 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.

Key Responsibilities

1st and 2nd Level Support

  •  Attends to local issues, queries and requests from users, logs and monitors tickets in the firm's Helpdesk system
  • Provides 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
  • Provides desktop hardware (including printers) and software support including remote services (e.g. RAS/VPN, Token & secure ID, mobile devices, etc.)
  • Responsible for supporting the technologies inside the client and internal meeting rooms including the Video Conferencing event testing and setup

Infrastructure Support
  • Performs daily morning health checks for the office infrastructure equipment and key applications
  • Assists the Hong Kong Infrastructure team to test and rollout new Infrastructure equipment in local Office
  • Provides weekend or out of hours support (on site or remotely) and testing after system changes performed by the Infrastructure Team, the Global Shared Service Centre, or the vendor if necessary
  • Coordinate with the Infrastructure team and the local vendors for any infrastructure hardware issues in the local office. This could include providing out of hours support if needed

Project Support

  • Works with the Regional Technology Manager, APAC 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

Service Management

  • Follows the defined incident and change management process and logs all incidents, requests into the firm's ticketing system (ServiceNow)
  • Owns local services and follows the defined change process if there is any request for change on it (such as power maintenance, local software upgrade etc)
  • Attends the weekly CAB meeting to represent the local Office

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

  • Contribute to the broader regional IT team by generating new ideas and ways to improve the service delivered by IT
  • Provide regular reports/updates to the Regional Technology Manager
  • Work with the HK IT Service Centre and the Regional Technology Manager, provide visible and proactive communication (both formal and informal) to ensure all levels of the business are comfortable with service provision.
  • Actively review the performance of the local IT Service Centre against the defined Service Levels
  • Assists the Regional IT Service Management team with procurement and contract negotiation
  • Manage the relationship with local vendors
  • Maintain and manage hardware assets in the Office
  • Manage the local IT budget and assist in the planning, implementing and managing of a business-aligned IT budget

  • At least 5 years' experience in technical support/service delivery, preferably in Law firm, professional services or MNC
  • Solid experience in supporting latest Microsoft Windows Operating Systems, Microsoft Office Suite including S4B and Office 365 and SharePoint
  • Experience in building and profiling desktops and laptops
  • Strong appreciation of cyber security best practices
  • Experience supporting WiFi, Cisco telephony, secure/follow me printing solutions would be an advantage
  • Ability to engage in a consultative manner with staff to identify pain points and recommend tools to resolve
  • Experience with a leading document management system will be an advantage
  • Hands-on experience in supporting mobile devices and Polycom Video Conferencing systems
  • Good knowledge of Citrix will be an advantage
  • Service orientation with strong interpersonal, communication,influencing and leadership skills
  • Willingness to take ownership and show initiative to achieve results
  • Ability to work with a multi-cultural regional team
  • Experience in financial control and maintenance of budgets

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