IT Support Analyst – Asia

About the role

The IT Support Analyst will deliver high‑quality technical assistance to users in the Hong Kong and Singapore offices. Reporting to the Middle East & Asia Service Delivery Manager, the role combines telephone, remote and face‑to‑face support while collaborating with the International Support team.

Key responsibilities

• Provide first‑line support via phone, remote tools and on‑site visits, logging all incidents and service requests in line with SLA targets.
• Configure, deploy, maintain and lifecycle‑manage laptops, desktops, mobile devices and peripherals using Microsoft Intune or SCCM.
• Troubleshoot hardware, software, printers, multi‑function devices and meeting‑room technologies, including virtual meeting platforms.
• Maintain accurate asset records in the IT asset management system and create knowledge articles to improve resolution rates.
• Escalate complex issues to the Service Delivery Manager or specialised technical teams and contribute to service‑improvement initiatives.

Required profile

• 1‑2 years of experience in a busy IT support environment, preferably within legal or professional services.
• Fluent in Cantonese and English, both written and spoken.
• Strong customer‑service orientation with the ability to communicate technical information clearly to non‑technical users.
• Excellent time‑management, organisational skills and the ability to work under pressure.

Required skills

• Microsoft Windows operating system and Microsoft Office suite (Outlook, Word).
• PC hardware configuration and troubleshooting.
• Endpoint management tools: Microsoft Intune, SCCM.
• Active Directory user administration.
• Experience with mobile device support and software deployment technologies.
• Familiarity with iManage document management and legal‑specific applications such as InterAction and Intapp.
• Understanding of ITIL service‑management principles.