We are looking to hire a Service Desk Analyst for an International Law Firm to support users in Asia Pacific countries. 

Job Responsibilities:

• Provide level 1st and level 2nd support for internal users
• Assist in other ITSC members resolve calls or decide if the call needs further escalation
• Escalate unresolved issues / requests to level 3rd team
• Keep the ITSC Manager and other management informed of any unusual issues or trends
• Assist in produce KPI to understand support issues and trends
• Participate in project which introducing a new technology to the firm and other stretch targets
• Provide guidance to users on ‘How do I’ question

Job Requirements:

• Strong spoken and written English; good spoken and written Chinese (Cantonese and Mandarin)
• 3 or more years’ experience in an equivalent role
• Excellent troubleshooting skill
• Good Communications skills
• The candidate must be very customer and service oriented
• Pro-active at exploring the capabilities of existing products in use
• Willing to self-teach and use time effectively
• Very good personal skills. The candidate must be able to relate to the issue the users has and help ensure they get a satisfactory resolution
• Knowledge of the following products (will be an advantages):

           o Worksite

           o Document management systems

           o Workshare

           o Blackberry

           o Citrix

• Strong knowledge of Microsoft Office 2013
• Good knowledge of Windows 10
• Spoken Mandarin skills would be an advantage

The ITCS Group (www.itcs-group.com, EA Licence Number: 69524) is a management consulting, technology services and IT outsourcing company. We provide customized consulting solutions, IT resourcing, project management and off/on-shore application development services across the Asia Pacific region.

Strategically located in Hong Kong, Tokyo and Singapore, we deliver services to Global Corporations, Fortune 500 companies and growing organizations. We work across key vertical markets that include Finance & Banking, Insurance, Legal and Communications & Technology where we collaborate with our clients to lower costs, improve efficiencies, reduce risk and bring about competitive advantage.

We are currently looking for bright, energetic and professional people to join our team!