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Service Desk Analyst (Fresh Graduates will be considered)Deacons
  • Central
  • Salary provided
  • Posted on 15 Aug 2019
Service Desk Analyst (Fresh Graduates will be considered)Deacons

Job Highlights

  • Fresh graduates will be considered
  • Degree or diploma hoder in IT
  • Fluent in English and Chinese

Job Description

Report to: IT Client Services Manager


As a member of the IT Service Centre support team this role is key to helping provide Deacons staff with a quality IT support service. They will provide 1st and 2nd line support to our internal customers. They will either help resolve the issue in a timely fashion or escalate the problem to other teams within ISD as needed. They must bring major issues to the attention of the ITSC Manager as needed. The person filling this role must be a good communicate and a good listener who takes time to understand the users problems before recommending a solution. They must be able to understand the users’ issues and provide accurate advice to assist.

We aim to make the role varied and exciting by ensure that at times the successful candidate is asked to get involved in other activities including developing helpdesk procedures, SOP, and other project work. Training and development to help the candidate progress in their career will be provided.


To provide 1st and 2nd line support to our internal customers, and escalate issues to other teams as required. This will include activities as follows:

  • 1st line and 2nd line support to internal users
  • Help other ITSC members resolve calls or decide if the call needs further escalation
  • Keep the ITSC Manager and other management informed of any unusual issues or trends
  • Provide guidance to users on ‘How do I’ questions
  • Escalate calls to 3rd level team as required making a decisions as to which team to escalate this to
  • Help produce KPI to understand support issues and trends
  • The successful candidate will get involved in project introducing new technology to the firm and other stretch targets as assigned by their manager

Skills Required:

The successful candidate will display the following attributes:

  • Had relevant experiences will be an advantage
  • Fresh graduates will be considered
  • Good communication skills
  • The candidate must be very customer and service orientated
  • Pro-active at exploring the capabilities of existing products in use at Deacons
  • Willing to self-teach and use time effectively.
  • Strong knowledge of Microsoft Office 2013
  • Good knowledge of Windows 10
  • Knowledge of the following products will also be an advantage:Strong English and Cantonese speaking skills
    • Worksite
    • Document management systems
    • Workshare
    • Blackberry
    • Citrix
  • Spoken Mandarin skills would be an advantage
  • Excellent troubleshooting skill
  • Very good person skills. The candidate must be able to relate to the issue the users has and help ensure they get a satisfactory resolution

Attractive salary and fringe benefits will be offered to the right candidate. Visit for more information about the firm. If you are interested, please click "Apply Now".

We would only consider applicants who apply directly to our firm and not through recruitment agencies.  All applications will be treated in strict confidence.  Personal data collected will be used for recruitment purposes only.  Applicants who do not hear from us within 4 weeks may consider their applications unsuccessful and the applications will be destroyed within 6 months.

Additional Information

Years of Experience
Employment Type
Full Time, Permanent
Dental insurance, Five-day work week, Medical insurance, Performance bonus

Company Overview

Deacons is Hong Kong's own world-class law firm, providing an extensive range of legal services to local and international corporations. With over 165 years of experience in providing legal services, our clients are assured of the integrity and stability of one of the region’s oldest and most respected law firms.  It has been recognised as Employer of Choice for many years.

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