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Service Desk Analyst (Asia)Mayer Brown
Service Desk Analyst (Asia)Mayer Brown
Job Highlights
  • First line IT support service
  • manage and escalate of incoming service request
  • deployment/upgrade of IT services & systems
Job Description

Responsibilities:

  • Manage all incoming incidents and service requests in accordance with standard procedures
  • Deliver support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
  • Provide proactive incident management across all global queues for regional tickets
  • Escalate problems based on trend analysis to the Problem Management process and act as a technical resources for escalated problems
  • Operates within and makes suggestions for improving service desk standards and guidelines
  • Develop a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
  • Define, document and maintain relevant service desk processes including all relevant communication activities
  • Adhere to all IT and user quality assurance practices/processes
  • Provide advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
  • Accurately maintain all relevant applications support documentation including the on-line knowledge base
  • Undertake regular service activities (audit/leavers/joiners) to ensure timely completion
  • Participate in a good proactive working relationship between your team and other teams within the IT department and the users
  • Deliver proactive communications via recognized channels (email, Yammer, What's New)
  • Work overtime or hours other than those normally scheduled whenever the Firm deems necessary
  • Assist in other area's in IT when needed and perform other duties as directed
  • Provide localised Deskside Support for the 90 users in the office including: desk moves, new staff set up, hardware equipment replacement

Requirements: 

  • 2 years experience as a Service Desk analyst in a professional services environment. Law firms experience is an advantage.
  • Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
  • Associates Degree in related field is preferred or equivalent work experience
  • Knowledge of Active Directory as they relate to Service Desk work
  • Advanced knowledge of Windows Operating systems (Win 7/Win10)
  • Advanced support capabilities in MS Office 2007/2016 Applications including Word, Outlook, Excel and Powerpoint
  • Advanced knowledge of document management systems and e-filing processes
  • Advanced support capabilities for other non-standard legal applications e.g. Intapp Time, Workshare, DMS/Filesite
  • In depth knowledge of remote access technologies (i.e. Citrix)
  • Knowledge of the ITIL environment and process essentials (e.g incident and problem)
  • Knowledge of smartphones, OS, settings and configuration
  • Excellent command of written and spoken English, Cantonese and Mandarin
  • Excellent customer service skills with a focus on being friendly and patient

We are an equal opportunity employer and welcome applications from all qualified candidates. Information provided will be treated in strict confidence and only be used for recruitment-related purposes.

At Mayer Brown, we understand that our people are our greatest asset. Attractive salary, fringe benefits and excellent career development opportunities will be offered to the right candidates.

PERSONAL DATA PRIVACY INFORMATION

Applicants for employment are required to provide the Firm with data about themselves ("Personal Data") to enable the Firm to assess his/her suitability for the position applied for and to decide the compensation and benefit package to selected applicants.  Failure to provide Personal Data will result in the Firm being unable to process his/her application.  Personal Data held by the Firm will be kept confidential but the Firm may transfer such data to any of the Mayer Brown Practices* (which may be updated from time to time) and/or third parties performing services for the Firm, on a confidential basis and solely for the Firm's use and benefit in accordance with our Privacy Policy.  It is the Firm's policy to retain Personal Data of unsuccessful applicants for future recruitment purpose for a period of six months.  You may re-apply any time after six months.  Please contact our Regional General Counsel (Asia) at 16th-19th Floors, Prince's Building, 10 Chater Road, Central, Hong Kong, for your right to access or correct your Personal Data retained by the Firm or for any other queries about this Statement or our Privacy Policy.

 

* The Mayer Brown Practices are: Mayer Brown LLP and Mayer Brown Europe-Brussels LLP, both limited liability partnerships established in Illinois USA; Mayer Brown International LLP, a limited liability partnership incorporated in England and Wales (authorized and regulated by the Solicitors Regulation Authority and registered in England and Wales number OC 303359); Mayer Brown, a SELAS established in France; Mayer Brown Mexico, S.C., a sociedad civil formed under the laws of the State of Durango, Mexico; Mayer Brown, a Hong Kong partnership and its associated legal practices in Asia; and Tauil & Chequer Advogados, a Brazilian law partnership with which Mayer Brown is associated. Mayer Brown Consulting (Singapore) Pte. Ltd and its subsidiary, which are affiliated with Mayer Brown, provide customs and trade advisory and consultancy services, not legal services.

 

 

Additional Information
Career Level
Entry Level
Qualification
Non-Degree Tertiary
Years of Experience
2 years
Employment Type
Full Time, Permanent
Benefits
Five-day work week, Life insurance, Medical insurance, Performance bonus
Company Website
Company details

Mayer Brown is a distinctively global legal services provider, uniquely positioned to advise the world’s leading companies and financial institutions on their most complex deals and disputes. With extensive reach across four continents, we are the only integrated law firm in the world with approximately 200 lawyers in each of the world’s three largest financial centers—New York, London and Hong Kong —the backbone of the global economy. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry. Our diverse teams of lawyers are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. Our “one-firm” culture—seamless and integrated across all practices and regions—ensures that our clients receive the best of our knowledge and experience.

 

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