IT Customer Service Analyst

Mayer Brown is a leading global law firm with offices in 27 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.

The IT Customer Service team are responsible for providing first and second line IT support for approved services and systems. The role provides phone-based and on-site IT support. The team work in a roster format, with one week on the service desk and the second providing on-site support. On-site support is provided wherever Mayer Brown has a presence in Hong Kong.

• Responsible for trying to resolve incidents at the first point of contact, and escalate when unable to do so. Manage and escalate requests and contribute to the successful deployment/upgrade of IT services and systems, and understand and support the overall IT strategy.
• Communicate effectively with our users.
• Be friendly and patient and have the ability to develop a rapport with users over the phone and in person.
• Attempt to resolve incidents and requests at the first point of contact.
• Update tickets in accordance with local, regional and global standards and processes.
• Work under minimal supervision.
• Configure and troubleshoot laptops, desktop PCs, and peripheral equipment.
• As a team maintain an asset inventory of laptops, desktops, smartphones and peripherals.
• Provide support for audio visual/video conference/webinar events and remote conference tools.
• Handle service activities related to new starters and leavers.
• Provide support to other IT teams by testing new software packages and upgrades to existing applications.
• Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues.
• Effectively and proactively identify and communicate operations and business risks to IT and firm management.
• Other duties and projects as required.
• Occasional travel required to regional offices to assist with local IT support.
• Encourage team members to provide continuous feedback to each other and share information openly.
• Challenge the status quo.

• Professional certification and/or experience (e.g. MCDST qualification) preferred.
• A+ Certification preferred.
• 3-5 years' experience as a service desk and or desktop support analyst in a professional services environment or sizable MNCs.
• Knowledge of the ITIL environment and processes essential.
• Knowledge of Win10 and all related problems with OS, error logs and troubleshooting.
• Advanced knowledge of Microsoft Office 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 a bonus.
• Excellent oral and written communications skills in English, and Cantonese, Mandarin is a bonus.