IT Customer Service Analyst

Johnson Stokes & Master (JSM) is a pre-eminent law firm in Hong Kong with representative offices in Beijing and Shanghai and a Beijing IP agency which handles trademark registration matters in Mainland China. JSM advises clients on the full spectrum of legal issues arising on the most complex deals and disputes in and from Hong Kong and Mainland China.

We are proud to foster a diverse, supportive and inclusive work environment where every individual has the opportunity to succeed and thrive.  We invest in the development of our people through learning and growth opportunities, ensuring that both the individual and the firm benefit from their success.

Diversity, equity and inclusion are integral to our culture at JSM, and we hold our people accountable for creating a workplace that supports and values every individual.

• Communicate effectively with our users.
• Be friendly and patient and have the ability to develop a rapport with users over the phone and in person.
• Attempt to resolve incidents and requests at the first point of contact.
• Update tickets in accordance with local, regional and global standards and processes.
• Work under minimal supervision.
• Configure and troubleshoot laptops, desktop PCs, and peripheral equipment.
• As a team maintain an asset inventory of laptops, desktops, smartphones and peripherals.
• Provide support for audio visual/video conference/webinar events and remote conference tools.
• Handle service activities related to new starters and leavers.
• Provide support to other IT teams by testing new software packages and upgrades to existing applications.
• Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues.
• Effectively and proactively identify and communicate operations and business risks to IT and firm management.
• Other duties and projects as required.
• Occasional travel required to regional offices to assist with local IT support.
• Encourage team members to provide continuous feedback to each other and share information openly.
• Challenge the status quo.
• This is a 7-month contract position.

• Professional certification and/or experience (e.g. MCDST qualification) preferred
• A+ Certification preferred
• 3-5 years' experience as a service desk and or desktop support analyst in a professional services environment.
• Knowledge of the ITIL environment and processes essential.
• Knowledge of Win10 and all related problems with OS, error logs and troubleshooting
• Advanced knowledge of Microsoft Office 2016 in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools).
• Good understanding of Active Directory Users & Computers and its associated membership groups, TCP/IP, DNS, DHCP & VPN as it relates to desktop support activities.
• Strong desktop PC, laptop, printer and iPhone hardware support and maintenance knowledge including imaging, parts replacement and configuring PCs to Firm standards for rollout to users.
• Good knowledge of latest smartphone devices (hardware and OS) and the way they are set up and configured.
• Law firm experience preferred.
• Knowledge of document management systems and e-filing processes is a bonus.
• Excellent oral and written communications skills in English, and Cantonese, Mandarin is a bonus.

Should you require any reasonable adjustments to be made for you during the recruitment process please do not hesitate to contact a member of the JSM recruitment team.