Associate IS Analyst-Technical Support

5 months ago

Hong Kong, Hong Kong SAR China F3310 Templeton Asset Management Ltd, Hong Kong Branch Full time

At Franklin Templeton, we’re advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we provide opportunities to help you reach your potential while helping our clients reach theirs.

Come join us in delivering better outcomes for our clients around the world 

What is Front Office Desktop Support responsible for?

Front Office Desktop Support provides technology and functional support to internal clients for issues including hardware, operating system, desktop/web applications, mobility, conferencing, and printing. Our goal is to increase users’ ability to self-service, automate contacts, enhance users’ experience, and support users in adopting new technologies. We are the primary customer interface with technology and are responsible for supporting all customer facing technologies. 

What is the Associate IS Analyst Technical Support responsible for?

Provide desktop support for Franklin Templeton employees. This includes addressing their technical issues, requests, and support of the IT Infrastructure. 

This position is based in Hong Kong, requires 5 days per week onsite in the office and occasional after hours support for moves and changes.

What are the ongoing responsibilities of this position?

Provide on-site technical support and customer service as well as remote user support

Build customer relationships with the senior level employees and administrative support personnel in the office and travel to our other offices in the region

Accountability for addressing technical issues in a timely manner and providing concise and timely updates

Address issues that arise within the local office and tickets for local and remote users routed from the service desk

Coordinate, setup, and support technologies used in Conference Rooms

Provide Audio Visual Support for internal meetings

Provide support for trading and investment management technologies

Supports and maintains effective relationships with users in their assigned areas, especially regarding operating systems, applications, mobile devices, new technologies and communications infrastructure

The primary value is to provide quick and efficient resolution while minimizing disruption to the customer

Actively participate in team meetings

Ordering and maintaining inventory of IT assets

Project work related to acquisitions and integration of companies

Coordinate and support office moves, and user restacks

Be an active advocate for the customer within IT and with outside technical groups

Escalate issues to the appropriate teams and drive to closure

Manage the ticketing queues to ensure issues are prioritized and actioned

Availability to provide support outside business hours

May include occasional travel to other offices.

Follow company guidelines, processes, and standards.

Working knowledge of office automation products and computer peripherals, like printers and scanners

Ability to perform remote troubleshooting and provide clear instructions.

Set up, maintain, and troubleshoot Microsoft Windows (Win 10 AND Office 2016) desktop, Laptops, and Notebook computers.

Basic Knowledge of ADS, DNS, DHCP configuration.

Handling of Asset management and vendor management

Basic LAN (Network) troubleshooting knowledge.

Outlook, MS Teams, and OneDrive configuration in end client

Identify and escalate situations requiring urgent attention, redirecting problems to appropriate resources.

Assist in creation of technical documentation and manuals regarding standard operating procedures and customer service guidelines relating to remote and localized IT support. 

What qualifications, skills and experience would help someone to be successful?

Minimum Qualifications:

Bachelor’s or higher degree in computer science or related field

Minimum of 2 to 3 years in a similar fast paced and dynamic environment in the desktop support role

Excellent skills and abilities in organization, planning, multi-tasking, and flexibility

Excellent communication and interpersonal skills

Good problem-solving and critical thinking skills

Ability to actively participate as part of a team as well as work independently

Strong service delivery and customer management skills for local and remote users

Proficient in supporting Windows 10, Windows 11, Office 365, iOS, and Mobile Technologies

Reliable transportation – mileage will be reimbursed when travelling to a non-primary office is required.

Excellent problem-solving and multitasking skills

Preferred Qualifications

Experience supporting multiple facets of the business in a corporate environment strongly preferred

Experience using ServiceNow Ticketing system

Experience our welcoming culture and reach your professional and personal potential

Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there’s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.

By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life’s adventures, taking care of your family members, or making a positive impact in your community, we aim to have them covered

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. 

Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation to search for or apply for one of our positions, please send an email to . In your email, please include the accommodation you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.

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