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Shared Services - HK

Training Consultant & Technical Support Officer

Apply now Job no: 496289
Work type: Full time - Permanent
Location: Hong Kong
Categories: Technology

Key Accountabilities                                                                                                 


  • Take first line calls from staff with enquiries or problems and provide first level user support
  • Effectively escalate issues where appropriate
  • Provide outstanding service to staff by troubleshooting and resolving problems in a timely and effective manner
  • Ensure network availability
  • Set up and configure new software and hardware
  • Relocate equipment when necessary
  • Register and issue loan equipment
  • Contribute to review and refinement of internal procedures
  • Assist with routine maintenance and system/network procedures
  • Create and maintain customer accounts
  • Update firm asset records


  • Provide high quality training to new staff on the firm’s technology, including software, intranet telephone system, voicemail and multi-function devices
  • Demonstrate pro-activity in the on-going provision of individual and group training for all staff on the firm’s technology in line with business needs
  • Participate in the design and development of new training materials to increase staff productivity
  • Build strong client relationships by regular contact, identification and implementation of technology and training needs


  • Maintain comprehensive call records for analysis and monitoring
  • Maintain comprehensive training records


  • Participate in local and national technology projects on an as-needed basis
  • Liaise with third party organisations as required for servicing of Technology equipment
  • Maintain an awareness of the firm’s Technology policies and uphold these policies in Hong Kong to encourage a safe working environment, free from unlawful discrimination or harassment

 Key Relationships

  • Productive working relationships must be developed with the Head of IT and other team members of the Technology Department
  • Service oriented relationships need to be developed and maintained with all King & Wood Mallesons staff who require the services of this position
  • Collaborative and constructive working relationships must be developed with members of the Hong Kong HR team, and partners
  • Professional and effective relationships with external parties such as clients and service providers
  • All King & Wood Mallesons’ staff
  • Technology personnel in other KWM regions

Performance Indicators

  • Provide a support service which optimises the use of technology, measured by first call resolution, solution times and survey feedback
  • An excellent reputation for Hong Kong Technology, as measured by survey feedback
  • Effective training of new staff, measured by feedback and the degree to which further training is required
  • On-going improvements in technology skills of all Hong Kong staff, as measured by effective use of technology tools



  • 2 - 3 years’ experience in a similar role


  • Microsoft certification.
  • Tertiary qualifications in technology or related discipline
  • Training certificate or similar qualification
  • Experience in a large corporate environment
  • Experience with some of King & Wood Mallesons’ core technologies (Windows 10, Office 2016; iManage [Desksite]; Outlook and Service Desk call logging systems)




  • Extremely well developed skills in the MS Office suite of products
  • In depth knowledge of the Windows 10 desktop operating system


  • Understanding of Hardware repair and maintenance
  • Knowledge of AV systems
  • Thorough knowledge and installation of computer equipment
  • Understanding of LAN and WAN networking topologies, including IP
  • Knowledge of voice technologies.

Skills and Abilities


  • Extremely well developed oral communication skills to allow effective interactions with other service teams within the firm
  • The ability to build and develop amiable, productive, on-going relationships with staff at all levels
  • The ability to work as part of a team to meet conflicting deadlines in a pressured environment
  • Well-developed troubleshooting and problem solving skills
  • Strong customer orientation and well developed interpersonal skills
  • Well-developed time management skills and the ability to learn quickly
  • The ability to give effective presentations to groups of varying sizes in both English and Chinese (Cantonese & Mandarin)
  • The ability to build rapport with new staff and provide induction training of a high standard
  • Pro-active ability to identify training needs of staff and provide sessions as appropriate
  • The ability to develop effective training presentations and seminars
  • The ability to work in a local and global team environment


  • Understanding and experience of processes and project management

Equal Employment Opportunity                                                               

King & Wood Mallesons requires all partners and staff to maintain an awareness of the firm’s policies and procedures on Equal Employment Opportunity.

Advertised: China Standard Time
Applications close:

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