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Service Desk Analyst and Training Officer

Salary provided
Posted on 22 Jan 2020

Service Desk Analyst and Training Officer


Job Highlights

  • At least 5 years relevant experiences
  • Fluent in English and Chinese
  • Provide 1st and 2nd line support to internal users

Job Description

 Report to: IT Client Services Manager


This job has two parts. The first part is as a member of the IT Service Centre support team. This team is key to helping provide Deacons staff with a quality IT support service. They provide 1st and 2nd line support to our internal customers. They help resolve IT issues in a timely fashion and escalate problem as required to other teams within ISD. The second part of this role is training development and delivery. This involves working with the team to identify areas to train end-users on to help them better leverage our systems. They will help develop training materials around this and then do the training delivery. They will help grow the body of training materials and the training catalogue within the IT department.

The person filling this role must be a good communicator 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.



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 develop training materials in different formats (for the right candidate we can grow them in this area if they have limited experience).
  • Deliver end user training
  • 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:

  • Five or more years’ experience in an equivalent role.
  • Strong communication skills
  • Service orientated
  • Training delivery experience
  • Training material development would be an advantage but not essential. The correct candidate will be given training in this area if needed.
  • Pro-active at exploring the capabilities of existing products in use at Deacons
  • When bot servicing users willing to self-teach and use their time effectively.
  • Very strong knowledge of Microsoft Office 2013
  • Very good knowledge of Windows 7
  • Knowledge of the following products will also be an advantage:
    • Worksite
    • Document management systems
    • Workshare
    • Trackit
  • Strong English speaking skills
  • Strong Cantonese speaking skills
  • Spoken Mandarin skills would be an advantage but not essential
  • 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
  • The candidate must be very customer orientated
  • Law firm experience would be an advantage but not mandatory

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 only consider applicants who apply directly to us 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

Career Level
Years of Experience
5 years
Employment Type
Full Time, Permanent

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.


Additional Company Information

Benefits & Others
Dental insurance, Medical insurance, Performance bonus

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