IT Analyst

What you will do

The IT Officer acts as an ambassador for IT, is responsible for handling requests and incidents as well as providing operational technical support along with occasional training to all customers within A&O Shearman, but predominantly for the Bangkok office. The IT Officer is also responsible for driving technological adoption, challenging the status quo, engaging with customers, and is expected to contribute in a positive manner to the success of the firm.

The IT officer will resolve incidents and requests wherever possible at first point of contact, within the agreed operational framework of policies and processes, minimising impact to the business whilst providing exceptional customer service.

Customer Relationship Management

• Engage frequently with customers to educate and advise on their technological requirements
• Identify areas for innovation in line with the firm’s IT strategy
• Offer solutions to technical and non-technical problems
• Be proactive and innovative with technological advancements and changes

• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and call resolution
• End to end ownership of incidents and requests monitoring tickets passed to other support teams
• Ensure accurate and timely updates are maintained in the Incident Management System, no ticket should be more than 5 days old without a regular update
• Receive and handle requests for support following agreed procedures
• Promptly allocate tickets/requests as appropriate
• Maintain relevant records and documentation

• Assist in the investigation and resolution of incidents and problems relating to application, infrastructure and/or, operating and network systems
• Carry out agreed operational and specified maintenance procedures of a routine nature
• Monitor routine operations and initiates corrective action if processes fail

• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs
• Meet all OLA Service activity targets in line with performance targets defined for the technology service
• Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
• Manage all calls accurately using the BMC Helix (Service Desk) ticket logging system
• Flexible with hours in order to fully support the team and to ensure the effective running of the operation outside of working hours as required

• Work with suppliers to deliver services in line with agreed SLAs

• Appropriate escalation of incidents and requests to the Senior IT Manager in line with A&O Shearman’s processes

• Follow processes to ensure an exceptional level of service is provided to both internal and external customers

What you will have

• Proven experience in a customer facing role
• Proven experience within an IT Support / Service Desk environment with knowledge of Service Desk Operations.
• Experience with Microsoft products (office/OS), BMC Helix ticketing system
• Knowledge and experience with Video Conferencing and Audio Visual technology
• Proactive, solution-focused mindset with strong problem-solving and analytical skills.
• Excellent communication skills in both Thai and English, with the ability to translate technical concepts into clear, business-friendly language.
• Passionate about delivering exceptional customer service and building strong relationships with colleagues and stakeholders.
• Enthusiastic about technology and innovation, with a drive to identify and promote solutions that deliver tangible business value.
• Collaborative team player who contributes ideas, shares knowledge, and supports continuous service improvement.
• Organised and adaptable, with the ability to manage competing priorities and perform effectively in a fast-paced environment.
• Self-motivated and committed to continuous learning, staying up to date with emerging technologies and industry trends.
• Professional and accountable, taking ownership of work and maintaining high standards while supporting business-critical services.
• Qualifications in Microsoft/Cisco, ITIL V.3 Foundation or other relevant technologies is desirable.

What we can offer you

To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.

A&O Shearman is a new global industry-leading law firm, with 48 offices in 28 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

This role will be based in the Bangkok office and on site presence in the office will be required Monday - Friday.