IT Support Analyst

Charles Russell Speechlys LLP; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

Charles Russell Speechlys LLP is seeking an IT Support Technician to deliver professional help across Hong Kong and Singapore. You will handle incidents, guide users, and maintain devices using Intune or SCCM. The role requires strong troubleshooting, knowledge of AD and document management, and collaboration with IT teams.

You will support laptops, printers, and meeting-room tech, work with InterAction/Intapp, and travel regionally as required.

Qualifications

• 1–2 years in a busy IT support team in a professional services setting.
• Strong diagnostic and troubleshooting skills, with issue escalation when needed.
• Good knowledge of Windows and Office applications, Outlook and Word.
• Understanding of PC hardware/software setup and configuration.
• Experience supporting mobile devices and endpoint management.
• Knowledge of Active Directory and user administration.
• Familiarity with document management systems (iManage).
• Understanding of ITIL principles and service management practices.
• Knowledge of InterAction and Intapp is advantageous.

Responsibilities

• Deliver IT support via telephone, remote, and face-to-face to HK/SG offices.
• Handle inbound channels and respond within SLAs.
• Log incidents and requests accurately and track progress.
• Troubleshoot hardware, software, and application issues; escalate when needed.
• Maintain asset records and support room/meeting tech.
• Create knowledge articles and assist service improvements.
• Travel within the region to support business needs.
• Collaborate with IT colleagues to deliver service excellence.

Skills

Customer service

Troubleshooting

Clear communication

Team collaboration

Education

1–2 years IT support experience

Tools

Microsoft Intune

SCCM

Active Directory

InterAction

Intapp

Microsoft Windows

Microsoft Office

iManage

Job description

Deliver professional and consistent IT support by telephone, remotesupportand face to faceassistanceto users across the Hong Kong and Singapore offices.

Provide support to the wider Service Desk function by assisting with inbound support channels, including telephone calls and shared support mailbox enquiries, during periods of high demand, staff absence or out-of-hours coverage requirements in other regions.

Ensure all incidents and service requests are accurately logged,updatedand responded to within agreed service levels andin accordance withIT standards,processesand procedures.

Take ownership of assigned incidents, service requests and technical issues, applying sound troubleshooting skills to diagnose and resolve hardware, software and application-related problems, and escalating to the Middle East & Asia Service Delivery Manager or relevant technical team whereappropriate.

Maintain a customer-focused approach and manage user expectations through clear,timelyand professional communication.

Build effective working relationships with users, businessstakeholdersand colleagues across IT.

Configure, deploy, maintain and support laptops, desktop devices, mobile devices and associated peripherals, including the installation, movement, replacement and lifecycle management using Microsoft Intune or SCCM where appropriate.

Support and troubleshoot printers, multi-functionaldevicesand secure printing solutions.

Assistwith the setup and support of internal and external virtual meetings,presentationsand meeting room technologies.

Maintainaccurateasset records and ensure IT equipment is correctly recorded within the firm’s IT asset management system.

Create, review and maintain knowledge articles, user guides and support documentation to improve first-time resolution rates and promote knowledge sharing across the IT function.

Identifyrecurring incidents and potential issues and raise these with the Middle East and Asia Service Delivery Manager or relevant support teams.

Work collaboratively with colleagues across the wider IT function to support service improvements and business initiatives.

Travel within the region asrequiredto support business and operational requirements.

Carry out other support-related dutiesreasonably requiredby the business.

Qualifications and Experience

At least 1 to 2 years’ experience working in a busy IT support team, preferably within a legal or professional services organisation.

Sound diagnostic and troubleshooting skills, with the ability to resolve technical issues and escalating appropriately.

Sound knowledge of Microsoft Windows and Microsoft Office applications, particularly Outlook and Word.

Good understanding of PC hardware and software setup and configuration.

Experience supporting mobile devices and endpoint management technologies.

Knowledge of Active Directory and user administration.

Understanding of software deployment technologies and endpoint management solutions.

Knowledge of document management systems, preferablyiManage.

Knowledge of legal-specific applications such as InterAction andIntappisadvantageous.

Understanding of ITIL principles and service management practices.