Responsibilities
- Provide 1st and 2nd line desktop support to end users on the firm's systems.
- Liaise directly with end users when dealing with their issues and queries. Owning the issue and dealing with it from the beginning to closure.
- Liaise with Asia IT Support and other IT team members as and when required to resolve issues.
- Assist users with data downloads and upload requests.
- Always adhere to the firm's IT security policies and best practices.
- Comply with the in house Information Technology procedures and protocols to guarantee a high level of service to all users.
- Monitor and deal with issues/ queries logged in the firm's IT ticketing system which may involve liaising with team members from Asia and other offices.
- Log new issues/ queries/ problems in the firm's IT ticketing system and assign to the appropriate team for resolution. This may require you to chase/ escalate issues, and test fixes provided by the product specialist and/or vendor.
- Set-up/ configure/ support BlackBerry and iOS devices (iPhone and iPad).
- Set-up and support the firm's remote access environment on Windows OS and iOS platforms.
- Image PCs & Laptops and set-up for end users.
- Assist with IT equipment relocation when users move desks.
- Assist in the setting up and support of presentation/training laptops, projector, AV equipment, and/or video conferencing equipment in conference rooms as and when requested.
- Provide end user training and induction training for new joiners.
- Perform application and system testing, and provide feedback as and when required.
- Help to maintain and update all offices' IT inventory lists.
- Liaise with external vendors/ engineers as and when required.
- Log calls with vendors to arrange for faulty hardware to be fixed/ replaced.
- Contribute articles and information to the IT Asia knowledge base.
- Work on IT project related tasks as and when required by your manager or team leader.
- Be able to work evenings or weekend as and when required by project work or other IT related work.
- May need to travel to other Asia office locations.
Requirements
- Post-graduate or Diploma holder in IT/ Computer studies field.
- Have at least 2 years work experience.
- Working knowledge of Microsoft Windows and Microsoft Office products essential.
- Be flexible with working hours as nature of job may require working late evenings and/or weekends as and when required.
- Previous experience in a law firm preferred.
- Knowledge of working with MacOS and iOS devices is desirable.
- Ability to manage, prioritise tasks and able to work under pressure.
- Tenacity to follow through on allocated tasks to successful completion.
- Enthusiastic, highly motivated and can work unsupervised.
- Must have a "best practice" customer service attitude.
- Must be able to work in a team environment.
- Be proactive in managing issues.
- Show initiative and not be shy to come up with new ideas.
- Excellent communication skills. Must be fluent in spoken English and have good English writing skills.
