Our Client
They are an international law firm with a focus on private capital at the intersection of personal, family and business.
Their ability to understand people makes them who they are. They work together to build deep and trusted relationships that deliver meaningful value to their clients. They do this with empathy, attention, and clarity. No jargon, no attitude. We know what matters.
Job Role
The IT Director has overall responsibility for the running of the IT Department and producing the IT strategy for the Firm.
The IT Group is divided into two sections which are Technical Support and Customer Support. The Customer Support section provides Service Desk support and IT training. The Technical Support section oversees and maintains the back-office structure, implements new technologies and acts as third-line support.
The Service Desk Specialist will report to the Service Desk Manager and be assisted and guided by the Service Desk Team Leader. The Service Desk Specialist will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.
Roles and Responsibilities
- Providing a professional and consistent level of technology support to all staff
- Responding to incoming incidents and requests as first point of contact reported via all mediums
- Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
- Taking ownership of escalated tickets from the Analysts
- Ensure that not only your individual ticket queue is updated and maintained, but also proactively review open tickets for other team members to guarantee a timely response
- Escalating problems to the senior team members, Technical Operations and third party suppliers as necessary
- Alerting Senior Service Desk Specialists, Problem Analyst and Managers to reoccurring incidents and potential issues
- To provide face-to-face support around the Firm
- To have a professional approach and demeanour to assist with meetings and presentations for customers’ and their clients
- Working alongside Technical Operations to investigate and collate information for ongoing and complex IT issues where required
- Deployment and support of smart phones
- Exchanging/moving and rebuilding of PC’s and laptops
- Creation, amendment and deletion of customer accounts
- Assisting with the team’s administration duties
- Administration of the telecoms systems
- Maintenance and troubleshooting of multi-functional devices (MFD’s) when the onsite technician is unavailable
- Assisting with the setup and support with collaboration equipment when the on-site technician is unavailable
- Utilising and updating the Knowledge Base
- Assisting with the creation and updating of Service Desk documentation
- Other support related activities as required
- Comply with all relevant legal and regulatory obligations including the Solicitors Regulation Authority (SRA) Standards and Regulations, and Principles
Qualifications and Experience
- Experience of working on a busy and demanding Service Desk supporting a large international customer base within a Legal Practice
- Knowledge of ITIL processes with ideally a foundation qualification
- Sound knowledge of supporting Microsoft Office applications, particularly Outlook and Word
- Knowledge of Document Management System’s preferably Worksite/Filesite
- Experience of using Active Directory
- A good understanding of PC hardware and software setup and configuration
- Experience of supporting and troubleshooting mobile devices
- An understanding of SCCM and Intune
- Knowledge of legal specific applications such as InterAction, Intapp, and Laserforms
Person Specification
- To have a positive and motivational attitude
- Ability to think and work independently, and as part of a team and to take ownership of tasks
- Ability to think on your feet and outside of the box
- Excellent customer service and communication skills
- Excellent analytical skills to troubleshoot in-depth technical issues
- Pro-active team player
- Ability to work under pressure and remain calm, prioritise workloads, identity business critical issues and act upon them
- Excellent time management and organisational skills with the ability to meet deadlines
- Flexible approach to working with the ability to handle the demands of a constantly changing workload
- Flexible approach to working, including a willingness to work outside of core hours
Competencies
- Working together
- Integrity and respect
- Inclusive
- Personal impact and growth
- Driving high standards
- Commercial mindset
- Client – centric
- Responsible Business
