Service Desk Analyst

Job Description

A career in the Service Desk team of our Information Systems (IS) Department will give you the opportunity to develop and deliver the best possible IS-related services that support all levels of users across the firm.  The Service Desk is the central point of contact for IS queries from legal practice groups and business units.  Our team comprises highly professional and experienced IS expertise and technical staff.


As a Service Desk Analyst, you will work closely with the team to deliver comprehensive support for the firm’s applications, desktop and mobile operating systems and devices and ensure targets are met.  Specific responsibilities include but are not limited to:

  • Provide 1st and 2nd line IT support to internal customers in Hong Kong and PRC offices
  • Identify, diagnose, and resolve computer, application, mobile device, system, and network issues
  • Promote IT security, ensure IT security compliance and take part in educating internal customers on IT security.
  • Ensure proper documentation, notification, escalation and tracking and follow up of all incidents
  • Response and escalate incidents according to the SOP and SLA
  • Input and maintain service desk knowledgebase
  • Provide assistance in keeping hardware and parts inventory
  • Provide support to seminar, webinar and video conference activities
  • Participate in project deployment
  • Work with relevant service providers for maintenance and support matters
  • Perform ad-hoc support as assigned


  • Holder of a diploma or equivalent
  • 2-3 years of IT service desk experience preferred
  • Ideally experience of working within a legal environment
  • Good command of both written and spoken English and Chinese.  Proficiency in Mandarin is an advantage but not essential
  • Proficient computer skills including Microsoft Windows 10 and Office 2013
  • Good understanding of basic TCP/IP networking, IP Phone, Internet connectivity, mobile devices and video conferencing applications
  • Experience in DMS and Citrix will be an advantage
  • Good analytical mind and troubleshooting skills
  • Good interpersonal skill, customer and service orientated
  • Fresh university graduates and candidates with less experience who are eager to learn will be considered for junior role
  • Immediately available will be an advantage

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