IT Support Analyst – Asia

Charles Russell Speechlys; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Charles Russell Speechlys is seeking an IT Support Analyst to deliver professional IT support across Hong Kong and Singapore. Based in either city, you will join the International Support team and help ensure reliable delivery of IT services region-wide.

You will assist with incident resolution, device and software support, meeting room tech, and asset management, while maintaining strong customer service and clear communication with stakeholders.

Qualifications

• 1–2 years' experience 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 elevate appropriately.
• Strong 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.
• Knowledge of document management systems, preferably iManage.
• Knowledge of legal-specific applications such as InterAction and Intapp is advantageous.
• Understanding ITIL principles and service management practices.

Responsibilities

• Deliver professional IT support via telephone, remote support and face to face to users across HK and Singapore offices.
• Assist with inbound support channels during periods of high demand or staff absence in other regions.
• Ensure incidents and service requests are logged, updated and responded to within SLAs.
• Take ownership of incidents and escalate to the appropriate teams as needed.
• Maintain a customer-focused approach and clear communication with users and stakeholders.
• Configure, deploy, maintain and support laptops, desktops, mobile devices and peripherals using Intune or SCCM.
• Support printers and secure printing solutions.
• Assist with setup and support of virtual meetings and meeting room technologies.
• Maintain IT asset records in the asset management system.
• Create and update knowledge articles to improve first-time resolution rates.
• Identify recurring incidents and raise with managers or support teams.
• Travel within the region to support business needs.
• Carry out other duties as required.

Skills

Customer service

Troubleshooting

Communication

Time management

Independence

Teamwork

Tools

Microsoft Windows

Microsoft Office (Outlook, Word)

Intune

SCCM

Active Directory

iManage

InterAction

Intapp

ITIL

Job description

The IT Support Analyst will provide professional, high-quality IT support and assistance across all aspects of technology to the Hong Kong and Singapore offices. Based in either Hong Kong or Singapore, the Analyst will form part of the International Support team and work alongside the regional support team to help ensure the reliable delivery of IT services across the region.

This position requires a strong customer service focus, sound troubleshooting skills and a proactive approach to supporting business users. The Analyst will resolve incidents and service requests, maintain IT equipment, support meeting and collaboration technologies, and contribute to the overall effectiveness of the support function.

The IT Support Analyst will report to the Middle East & Asia Service Delivery Manager based in Dubai and work closely with colleagues across the International Support team and wider IT function.

Role and Responsibilities

• Deliver professional and consistent IT support by telephone, remote support and face to face assistance to 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, updated and responded to within agreed service levels and in accordance with IT standards, processes and 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 where appropriate.
• Maintain a customer-focused approach and manage user expectations through clear, timely and professional communication.
• Build effective working relationships with users, business stakeholders and 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-functional devices and secure printing solutions.
• Assist with the setup and support of internal and external virtual meetings, presentations and meeting room technologies.
• Maintain accurate asset 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.
• Identify recurring 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 as required to support business and operational requirements.
• Carry out other support-related duties reasonably required by 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 elevate 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, preferably iManage.
• Knowledge of legal-specific applications such as InterAction and Intapp is advantageous.
• Understanding of ITIL principles and service management practices.

Person Specification

• Fluency in Cantonese and English, both written and spoken, is essential.
• Excellent customer service and communication skills, with the ability to convey technical information clearly to non-technical users.
• Ability to manage expectations and communicate effectively with stakeholders at all levels.
• Strong time management and organisational skills, with the ability to prioritise workload and meet deadlines.
• Ability to remain calm and effective under pressure, particularly when supporting time-critical business activities.
• Ability to work independently while contributing positively as part of a wider team.
• Proactive, adaptable, highly motivated and methodical approach to work.
• Flexible approach to working hours, including a willingness to work outside core hours when required.