IT Customer Service Analyst

3 months ago

Singapur, Singapore Mayer Brown Full time

Overview

Mayer Brown is a leading global law firm with offices in 26 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.

Operating as Mayer Brown PK Wong & Nair in Singapore we have been working in a Joint Legal Venture since 1 January 2023. Singapore is one of our fastest growing offices in the region and it is an exciting time to join the firm as we transform.

We are a collegial, collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support and development they need to grow, thrive and realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.

Responsibilities

The IT Customer Services team are responsible for providing first and second line IT support for approved services and systems across the whole of Asia. The role provides global phone-based remote IT support and on-site IT support for the Singapore office.

We are responsible for trying to resolve incidents at the first point of contact and escalate when we are unable to do so. We also manage and escalate requests and contribute to the successful deployment/upgrade of IT services and systems and understand and support the overall IT strategy.

Be service and user-oriented - communicate effectively with our users. Be friendly and patient and motivated to develop a rapport with users over the phone and in person. Skilled and resourceful - attempt to resolve incidents and requests at the first point of contact. Update tickets in accordance with local, regional and global standards and processes. Work responsibly under minimal supervision and be available. Configure and troubleshoot laptops, desktop PCs, and peripheral equipment. Work and collaborate as part of a larger team of Customer Service analysts based in the Hong Kong & Beijing offices and with our global Customer Services team based in America, Europe & South America. As a team maintain an asset inventory of laptops, desktops, smartphones and peripherals. Provide support for audio visual/video conference/webinar events and remote conference tools. Handle service activities related to new starters and leavers. Provide support to other IT teams by testing new software packages and upgrades to existing applications. Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues. Effectively and proactively identify and communicate operations and business risks to IT and firm management. Other duties and projects as required – including administrative duties. Occasional travel required to regional offices to assist with local IT support.

Qualifications / Person Specification

Professional certification and/or experience (. MCDST qualification) preferred A+ Certification preferred 3-5 years' experience as a service desk and or desktop support analyst in a professional services environment. Knowledge of the ITIL environment and processes essential. Knowledge of Win10 and all related problems with OS, error logs and troubleshooting Advanced usage of Microsoft Office 2016 mainly Outlook, Word & Excel Good understanding of Active Directory Users & Computers and its associated membership groups Knowledge of networking concepts . TCP/IP, DNS, DHCP & VPN as it relates to desktop and remote support activities. Strong desktop PC, laptop, printer and iPhone hardware support and maintenance knowledge including imaging, parts replacement and configuring PCs to Firm standards for rollout to users. Good knowledge of latest smartphone devices (hardware and OS) and the way they are set up and configured. Law firm experience is a bonus. Knowledge of document management systems and e-filing processes is a bonus. Excellent oral and written communication skills in English. Chinese is a bonus. Adaptable and open-minded; willing to be constructive and solution-oriented, prepared to challenge the status quo to suggest improvements. Team-oriented – work well in a team with open channels of communication, encouraging continuous feedback with colleagues and open sharing of information.

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