Job ref no.: CT3119652-01#2523

Desktop Support - Law Firm

Novus Precision Partners

Hong Kong

Desktop Support – Law Firm

As a leading resourcing partner in the Asia region, Novus Precision Partners are proud to be working with a prestigious international law firm, supporting their expansion across the region. This position will be a part of a team of IT Desktop Support Analysts responsible for resolving escalated incidents and service requests in addition to managing the all other desktop support related activities such as builds, replacements, hardware upgrades and moves. They will contribute to the successful deployment/upgrade of IT technologies and understand and support the overall IT strategy within the business.



  • Provision of excellent desk side incident, problem and request management support in accordance with documented processes to all executives and end-users
  • Resolution of all escalated Service Desk tickets and associated customer expectation management
  • Effective and proactive communication of problems/issues that impact the business (e.g. outages)
  • Under minimal supervision, provide full life cycle management of all escalated incidents, requests and problems including system installation, configuration, relocation and maintenance, troubleshooting research, investigation, isolation and resolution
  • Update and manage of all escalated tickets in accordance with local, regional and global
  • Customer Services standards and processes
  • As a team manage all local hardware assets, upgrades and tracking
  • Hardware administration (desktop build and installation, troubleshooting and support etc.)
  • Successfully meet timelines and/or budgets for assigned projects
  • Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
  • Update and contribute to the Knowledge base to share expertise
  • Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
  • Management of peripheral equipment and inventory (Smartphones/loan laptop pool) with associated procedures, configuration and user set-up
  • Participate in weekly moves (users moving to other offices and/or floors)
  • Provide backup support for audio visual/video conference events
  • Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
  • Provide proactive communication via recognized channels (emails, What's New, Yammer)
  • Adhere to all IT and user quality assurance practices
  • Work closely with the Asia Service Desk on day to day incident management
  • Other duties and projects as required
  • Occasional offsite, weekend work and after hours support will be required.
  • Occasional travel required to regional offices to assist with localised IT support.
  • Business Relationship Management
  • Provide high levels of customer support by being responsive, communicating proactively and managing expectations
  • Provide visible floor support by being co-located with the business
  • Provide regional local office IT support for all hardware and software requirements


Qualifications and Experience

  • Knowledge of Win10 and all related problems with OS, error logs, troubleshooting and registries
  • Advanced knowledge of Microsoft Office Suite 2016 in addition to other relevant legal applications (time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools)
  • Good understanding of Active Directory Users & Computers and its associated membership groups, TCP/IP, DNS, DHCP & VPN as it relates to desktop support activities
  • Strong desktop PC, laptop, printer and iPhone hardware support and maintenance knowledge including imaging, parts replacement and configuring PCs to Firm standards for rollout to users
  • Good knowledge of latest smartphone devices (hardware and OS) and the way they are set up and configured.
  • Knowledge of document management systems and e-filing processes is desirable.
  • Excellent command of written and spoken English and Cantonese
  • Performance Traits
  • Ability to work well under minimal supervision and complete tasks
  • Ability to prioritize with assistance and manage tasks in a high-pressure environment
  • Team player
  • Good organization skills
  • Strong troubleshooting skills
  • Strong time management skills
  • Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
  • Possess good verbal and written communication skills
  • Support and encourage a positive team environment
  • Actively model desired work values and practices for others, including self-improvement, continuous learning and career development
  • Encourage team members to provide continuous feedback to each other and share information openly


Education/Training/Certifications (required or preferred)

  • 2 to 3 years experience in as a Desktop Support technician/analyst in a professional services environment
  • Knowledge of the ITIL environment and processes essential
  • Professional Certification and/or experience (e.g. MCDST qualification) preferred
  • Associates Degree in related field is preferred or equivalent work experience
  • A+ Certification preferred
  • Law Firm experience a plus

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More job information
Job ref no. CT3119652-01#2523
  • N/A
Job Function
  • 2 years - 3 years
Career Level
  • Entry level
  • N/A