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倫敦五大律所之一，和企業(yè)直接簽訂勞動合同
地址：上海市靜安區(qū)南京西路789號興業(yè)太古匯，（13號線南京西路）
一定要英文流利，全英口語面試，需要和外籍人員頻繁開會溝通，英文近期不作為工作語言不建議投遞
目前崗位預算稅前25K-30K，13薪，年終獎，綜合福利好，帶薪年假
Key Responsibilities
? The Senior IT Analyst provides comprehensive technology support to partners, lawyers, and business services staff through proactive, professional, and courteous handling of user requests and incidents. The role is responsible for testing and evaluating new technologies and applications—including GenAI and legal tech tools—prior to deployment; planning and coordinating hardware refresh projects such as laptops and mobiles; and maintaining the health of internal and client meeting room equipment.
? A key focus is to educate and empower staff to use the self-service portal, self-help resources, and Teams chat for queries, issues, and requests, promoting user self-sufficiency. The analyst will work closely with the business to improve technical knowledge and drive efficiencies and productivity.
Technology Support
? Handle escalated incidents and requests from the Global IT Service Centre or other technical teams.
? Provide sound advice and assistance with incident/request resolution, including escalation to appropriate groups.
? Attend to local issues, queries, and requests from users; log and monitor tickets in the firm's Helpdesk system.
? Support meeting room technologies, focusing on Cisco VC platforms (event testing and setup, CPD day, Global Townhall, client events).
? Provide desktop hardware (including printers) and software support, including remote services (e.g., MS Authenticator, mobile devices, etc.).
? Promote and educate users on the adoption of self-service portal, self-help resources, and Teams chat for queries, issues, and requests.
? Participate in proactive working relationships with other Technology teams.
? Analyse data and statistics for service improvements.
? Perform other duties as assigned by the Technology Services Manager or Regional Technology Manager, APAC.
Service Management
? Create and maintain operational documentation/knowledge database if required.
? Attend weekly Change Advisory Board Meeting to discuss upcoming changes, review, and issue weekly IT maintenance notes.
Project Support
? Plan and coordinate hardware refresh projects (laptops and mobiles), working with the Regional Technology Manager, Implementation Manager, and Infrastructure Team on all phases, including pilot testing, problem reporting, follow-up, support during rollout, and training as needed.
Value Added Services
? Act as a technology advisor for lawyers and business services professionals, recommending appropriate tools to solve problems and demonstrating the value of GenAI and legal tech tools.
? Focus on continuous improvements to the overall user experience.
? Share business feedback and local initiatives with the wider regional IT team and Management Team.
? Contribute to regional discussion groups by sharing local issues seen by the business.
General
? Contribute to the broader regional Technology Team by generating new ideas and ways to improve service delivery.
? Maintain and manage hardware assets in the office using the firm's asset management system, following policy and targets set by local/global teams.
? Proactively learn and adopt new technologies, including legal technology tools and emerging technologies (e.g., GenAI, Copilot).
Skills and qualifications required:
? Strong spoken and written English; good spoken and written local language.
? At least 5 years' experience in a customer-facing technical deskside support role, preferably in a law firm, professional service firm, or multinational company.
? Solid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite, MS365 applications, and iManage. Microsoft Office Specialist preferred.
? Solid experience in supporting Apple and Android devices.
? Solid experience in supporting meeting room technology equipment, specifically Cisco VC platforms.
? Solid experience in supporting online meeting tools like WebEx and MS Teams.
? Knowledge in troubleshooting network-related issues (TCP/IP, DNS, VPN, Proxy).
? Experience in consumerisation and BYOD-related technologies which allow users to access business applications on personal devices.
? Good initiative; able to work well under a high-demand environment; excellent customer service skills; able to work well independently and collaboratively in a team.
? Willingness to take ownership and show initiative to achieve results.
? Strong interpersonal skills and the ability to work in a team environment.
? Strong analytical and troubleshooting skills.
? Excellent communication and professional writing skills, with the ability to explain complex information concisely.
? Knowledge of incident management and change management is essential.