IT Service Desk Administrator

Job level Entry
Work exp Minimum 2 Years
Education Diploma / Certificate
Location
Within Hong Kong
Industry Government / Civil Services / Public Sector / Public Utilities
Job function Information Technology > Network / System Admin
Merchandising / Purchasing > Others
Published On 21/08/2019
 
About Epiq -
We are a worldwide provider of legal services, serving law firms, corporations, financial institutions and government agencies—helping them streamline the administration of business operations, class action and mass tort, court reporting,
eDiscovery, regulatory, compliance, restructuring, and bankruptcy matters. For more information, visit us at www.epiqglobal.com. Position Overview The IT Service Desk Administrator's responsible for smooth day to day operation for Epiq Asia offices based in Hong Kong. Provide support to internal customers via phone and email and remote technologies. To troubleshoot and resolve issues whilst providing a high level of customer service to all internal and external clients. To be responsive to all urgent requests / escalations. Job Responsibilities Day-to-day management of the IT support queue across All offices focusing on Asia locations Taking ownership of Incidents and Problems to resolution Accurately communicate quality issues with problem description and means to recreate the issue Keep clients apprised of the status of the issue and notify them when it is resolved Ensure and maintain tools and product support documentation and records to promote better incident management and customer support Reviewing Service Desk logs, working with other teams where applicable, chasing on progress Ensuring the availability and performance of all Infrastructure services, reporting and proactively monitoring to management Ownership of the following areas: inventory and asserting of equipment, service desk. Producing regular written reports Ensure detailed incident or service request information using Epiq’s ticketing system is adhered to. Ability to work independently as well as cooperatively as part of a team. Qualifications and Skills Minimum Education/Experience A qualification/certification in a relevant ICT field, preferably at university level. Certifications in related technology expected 2+ years of mid-level IT work experience required Bachelor’s or Associates degree in CIS related field desired Technical Certifications: A+, Network+, etc. in lieu of advanced degree Demonstrable experience in at least 4 of the following technologies Microsoft Windows XP- 10, MS Server 2003-08R2, MS 2003-19, MS SQL 2000-08R2 administration MacAfee Antivirus Suite WSUS, WDS and SCCM Service Now Basic Linux Command line Advanced knowledge of Internet Explorer, Chrome, and Firefox configuration Working understanding of desktop and application virtualization systems such as VMWare vSphere (et all) or Citrix. Knowledge of Microsoft Office, Email, and basic productivity applications. Experience working with VPN & remote access and control software such as RDP, VNC, Team Viewer, etc. Additional Requirements Excellent interpersonal and communication skills; fostering teamwork, develop informal project plans Strong quality orientation, independent & client centered A technical, logical thought process Ability to anticipate issues and with strong problem-solving skills An ability to stick to strict deadlines, follow on complex or detailed technical procedures Keeps abreast of industry trends and best practices and applies them to their work Ability to document solutions that solve client problems and clearly present these solutions Early morning, evening or weekend hours may be required as needed. Interested parties please click to apply job