IT Analyst - Multinational Law Firm

Location:  Hong Kong, Central

Salary:  HKD $31-40K per month

Company:  International Law Firm

About The Company


A large multinational "Magic Circle" law firm.




Role Description


To provide comprehensive desktop and application support services to Partners and staff across Asia Pacific. Functional area covers 1st/2nd line support which required delivering the highest possible level of customer satisfaction, through professional and courteous customer request and incident handling.

2010 - present

2010 - present

Key Responsibilities

Main Duties

  • Act as the first point of contact and provide initial customer support

  • Log and follow up calls till closure in the ServiceNow ticketing system

  • Escalate tickets to the appropriate third level support teams as required

  • Organize and support internal and external events

  • Provide backfill support for other regional offices due to holidays or leaves

  • Ensure awareness of new hardware and software releases and tools introduced at a global level

  • Managing major incidents to resolution including escalations where appropriate

  • Perform any ad-hoc duties as assigned by Manager


Documentation and communication

  • Create and maintain operational documentations / knowledge database

  • Review and issue weekly IT maintenance notes

  • Draft and issue user communication to business users


Testing/Project Assistance

  • Perform application testing and provide feedback

  • Participate and assist in IT projects (such as mobile phone upgrade, office move and migration, etc.) for the Hong Kong Office and other offices if required

Download JD



To Apply


Email CV to

with role title in subject line.

Skills and Qualifications

  • Fluency in spoken and written in English and Chinese (Cantonese and Mandarin)

  • 5 - 7 years' experience in IT service desk / technical support role, preferably in Law Firm, Professional Service Firm or multinational company

  • Solid working knowledge of  Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)

  • ITIL foundation certification preferred, with proven skills & experience in this area

  • Strong hands-on experience in supporting iPhone, Android and Blackberry hand held devices and Video conference

  • Experience in supporting Citrix Director, RSA, BES, GOOD and Cisco Call manager will be an advantage

  • Good initiative, able to work well under pressure, good customer service skill, able to work well either on their own or part of a team

  • Strong analytical and troubleshooting skills

  • Excellent communication and professional writing skills, with the ability to explain complex information clearly and simply

  • Candidates that are available immediately will have an advantage