Our client is a global legal services organization.

JOB PURPOSE

The Regional IT Service Desk Analyst will work as a part of the IT Service Desk team, to setup, monitor and support the end user computing environment for the Hong Kong office. The role is responsible to implement and contribute to the Team’s strategies, standards, policies and planning to enable the best user experience and customer satisfaction. In this ever-changing cloud, internet first world having the passion, willingness and eagerness to learn new technology is a critical aspect of this position. Understanding that users want to use any device and access data, anywhere, anytime in a secure manner is a key fundamental.

PRINCIPAL ACCOUNTABILITIES

• Ability to solve problems quickly, establish process automation, modify systems to meet new security requirements, participate in architecture and design of new and existing systems.
• Work closely with users and business units to plan and implement the Team’s technology solutions that achieve great outcomes to meet business requirements.
• Manage vendors and services providers for solution planning, project deliverables and technical support activities.
• Provide 3rd level support for the 2nd level desktop support team for unresolvable incidents.
• Architect and design the continuous evolvement of the standard operating environment of desktop and laptop PCs.
• Evaluate and recommend technology required to support workplace productivity.
• Management of documentation of all systems, applications and security changes, upgrades and new implementations related to the Team.
• Configure and maintain secure the Team’s solutions that meet IT audit requirements and various other standards
• Ensure the reliability and availability of the Team’s solutions to meet advertised SLAs.
• Ensure stress/load tests are conducted successfully across on premise and cloud networks before launching new services to business units.
• Acquire all technical knowledge and implementation details of projects by third parties to ensure internal support is viable after production launch.
• Ensure quality technical documents are delivered by business partner(s) during implementation period to facilitate future maintenance work.
• Troubleshoot and debug issues found in production and non-production environments.
• Data backup management, scheduling and reporting for relevant business systems.
• Build and deploy virtualized servers both in on premise and public cloud data centers.
• Specify standards for End User Computing platforms and solutions.

JOB REQUIREMENTS:

• Degree holder in Information Technology, Computer Science, Electronic Engineering, Computer Engineering, or similar discipline
• Strong previous work experience on Windows Desktop, Windows Server, Mobile Device Management, Desktop/Server Virtualization Infrastructure, storage management and support.
• Solid experience in managing: Office, Active Directory, DNS, SMTP.
• Good knowledge of enterprise Ethernet, routing, switching and IP addressing is an advantage.
• Good team player and self-starter to work with minimum supervision.
• Good problem solving, systematic work approach and communication skills in English are required.
• Familiar with managing external vendors, IT support operations, and able to communicate with users across all levels.
• Proven ability to work under stressful conditions, such as business-related crises.
• Strong oral communication and written communication skills.
• Good command of written and spoken English and Chinese, Putonghua is an advantage.