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Job ref no.: CT3114630-01#9488

Applications Support Analyst (Global Legal Firm)

Perrin Watsons Consulting

Benefits
  • 5-day week
  • 13-month pay
  • Dental plan
  • Discretionary bonus
  • Education subsidies
  • Insurance plan
  • Medical plan
  • Transportation allowance
  • … + 2 more

Company:           A Tier-One Global Law firm

 

Job Details

As an application support advisor that provides professional incident management service to the internal back-office users and lawyers; whereas on the other hand collaborating with different IT teams and vendors for other infrastructure solutions and systems projects.

 

To provide comprehensive desktop and application support services to Partners and staff across Asia Pacific. Functional area covers 1st/2nd line support which required delivering the highest possible level of customer satisfaction, through professional and courteous customer request and incident handling.

 

Key Responsibilities

  • Act as the first point of contact and provide initial customer support
  • Log and follow up calls till closure in the ticketing system
  • Escalate tickets to the appropriate third level support teams as required
  • Organize and support internal and external events
  • Ensure awareness of new hardware and software releases and tools introduced at a global level
  • Managing major incidents to resolution including escalations where appropriate
  • Giving immediate response to business-critical service incidents.
  • Proactive systems monitoring, problem identification, analysis and resolution.
  • Responding to non-critical incident tickets as required.
  • Implementation of changes.
  • Participation in projects on behalf of the team.Assisting with capacity management and planning, configuration management.

 

Whom we are looking for...

  • Fluency in spoken and written in English and Chinese (Cantonese and Mandarin)
  • Solid experience in IT service desk / technical support role, preferably in Law Firm, Professional Service Firm, banking industry or multinational company
  • Solid working knowledge of  Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)
  • ITIL foundation certification preferred, with proven skills & experience in this area
  • Strong hands-on experience in supporting iPhone, Android and Blackberry hand held devices and Video conference
  • Junior Candidates with good potential will also be considered 
  • Please be reminded that only short-listed candidates will be notified , and all information we collected are solely for recruitment purposes.

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More job information
Job ref no. CT3114630-01#9488
Salary
  • N/A
Job Function
Industry
Employment Term
  • Permanent
  • Full-time
Experience
  • 2 years - 6 years
Career Level
  • Middle management level
Education
  • Degree