Mayer Brown

IT Service Desk Analyst (Asia)

Job Post Information* : Posted Date 4 weeks ago(11/2/2020 11:30 PM)
# of Positions
Pos. Category
Information Technology - Help Desk / Technical Support
Office Location
Hong Kong - Wong Chuk Hang
Pos. Type
Regular Full Time


Mayer Brown is a leading global law firm with offices in 26 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.


We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.


Position Summary

The IT Service Desk Team are responsible for providing the First Line IT Support service for approved IT services and systems.  Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures.  They will contribute to the successful deployment/upgrade of IT services and systems and understand and support the overall IT strategy within the business. 



  • Provision of excellent first line support for incident, problem and request management in accordance with documented processes
  • Resolution of all appropriate Service Desk tickets and associated customer expectation management
  • Effective communication of problems/issues that impact the business (e.g. outages)



  • 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
  • Operate 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.
  • Provide localised Multimedia and conference room support for the 90 users in the office.


Business Relationship Management

  • Provide high levels of customer support by being responsive, communicating proactively and managing expectations
  • Provide a single point of contact for other teams and the customer in relation to outstanding incidents, problems or projects

Qualifications / Person Specification

Qualifications and Experience

  • Knowledge of Active Directory as they relate to Service Desk work
  • Advanced knowledge of Windows 10 Operating System
  • Advanced support capabilities in MS Office 2016 applications including Word, Outlook and Excel
  • 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


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
  • Ability to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations.
  • Excellent customer service skills and the ability to develop a rapport with users over the phone
  • Ability to quickly and accurately troubleshoot applications/document based issues
  • Ability to learn and apply new technical knowledge quickly
  • Team player
  • Good organization skills
  • Strong troubleshooting skills
  • Strong time management skills
  • 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)

  • 12 - 18 months experience as a Service Desk analyst in a professional services environment
  • Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred
  • Associates Degree in related field is preferred or equivalent work experience
  • Law Firm experience preferred


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