IT Analyst

Responsibilities:

• Provide comprehensive assistance and support to clients, promptly addressing their inquiries and troubleshooting hardware, software, network, AV, and telephony issues.
• Diagnose and resolve technical problems across various devices, including desktops, laptops, operating systems, applications, and peripherals.
• Prioritize support requests, ensuring effective communication with clients regarding the status of their queries.
• Assist with computer equipment installations, upgrades, and imaging, while also escalating user requests, identifying problem trends, and addressing business needs.
• Contribute to the planning and execution of training workshops to enhance IT skills based on support call trends.
• Manage inventory, including laptops, desktops, printers, mobile devices, and IT peripherals, and provide support for office moves and setup, as well as troubleshooting AV equipment for meetings and events.

• Preferred prior experience in the IT department of a US or UK law firm.
• Minimum 2 years of direct customer support experience in a legal environment, including PC operating system configuration, installation, and maintenance.
• Minimum 2 years of experience supporting handheld devices, associated software, and VC equipment.
• Proficient in MS Office Systems and Data Management systems, specifically iManage.
• Strong customer service skills and ability to work collaboratively in a team.
• Excellent written and spoken communication skills in English, Cantonese, and Mandarin, along with proficiency in hardware and PC peripheral troubleshooting.