Job description
What you will do
Our client is a leading global law firm operating in over thirty countries. As an IT Service Desk Analyst, you will provide operational front line IT technical support to all internal staff and fee earners within the compnay. You will be responsible for logging, troubleshooting, and resolving incidents and work orders at the first point of contact when possible or passing to an appropriate team. You will also navigate between phone call, email, self-service portal, and ticket queues as directed by your Team Leader.
In this role, you will serve as the primary contact for IT support, ensuring incidents and work orders are logged, tracked, and resolved promptly while keeping customers informed. They will aim to resolve as many issues as possible at the first point of contact and maintain accurate updates in the IT Service Management System. They will collaborate with team leaders, adhere to service level agreements, and escalate issues when necessary. They will take ownership of support tickets, adapt to changes in processes, and maintain flexibility in working hours to support the team effectively.
Their role involves promoting quality service and fulfilling any additional duties as required by the business.
About you
Our client is a leading global law firm operating in over thirty countries. As an IT Service Desk Analyst, you will provide operational front line IT technical support to all internal staff and fee earners within the compnay. You will be responsible for logging, troubleshooting, and resolving incidents and work orders at the first point of contact when possible or passing to an appropriate team. You will also navigate between phone call, email, self-service portal, and ticket queues as directed by your Team Leader.
In this role, you will serve as the primary contact for IT support, ensuring incidents and work orders are logged, tracked, and resolved promptly while keeping customers informed. They will aim to resolve as many issues as possible at the first point of contact and maintain accurate updates in the IT Service Management System. They will collaborate with team leaders, adhere to service level agreements, and escalate issues when necessary. They will take ownership of support tickets, adapt to changes in processes, and maintain flexibility in working hours to support the team effectively.
Their role involves promoting quality service and fulfilling any additional duties as required by the business.
About you
- You will be customer first orientated. Someone with enthusiasm and passion for excellent customer service.
- You will have excellent communication skills with the ability to explain technology clearly to non-technical colleagues and customers.
- You will be highly organised but able to adapt to change and can work on your own initiative, prioritise, and manage workload effectively, often under pressure.
- You will have a good eye for detail, take pride in your work and the qualities that you bring to your team.
- You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.
- You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.
- You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working.
- You will have a good knowledge of Service Desk operations (ideally with experience), using Automatic Call Distribution (ACD) telephony systems, ticket management and document management systems and other IT related technologies.
- Build relationships and work closely with colleagues in other technical teams across the firm to ensure a quality end user and client experience is consistent and in line with the firm's global approach to IT services.
- Monitor and maintain the ITSM ServiceNow Incident and Request queues to ensure that tickets are resolved in a timely manner, working with internal OLA and SLA resolution targets to meet the firm's expectations.
- Manage Priority 1 and 2 major incidents, liaising with remote 3rd line teams, Service Management and local vendors to resolve, assuming the role of local Incident Manager when required.
- Work with the Regional Technology Manager and remote 3rd line teams in managing and executing all local Change Requests.
- Utilise the IT knowledge base to resolve tickets, highlighting where gaps exist, or knowledge is incomplete or inaccurate and work with the relevant teams to input into the knowledge base where appropriate.
- Support all teams within the Service, Support, Operations and Engineering groups to ensure technology within the Middle East region is understood and fully supported by the wider IT function.
- Develop and maintain local documentation to ensure continuous service and smooth transfer of knowledge across the department.
- Responsible for the provisioning, tracking, monitoring, reporting of hardware asset status, administering asset tracking tools via the ITSM ServiceNow platform and ensuring ongoing accuracy as a priority.
- Manage and maintain a well-balanced stock of key hardware items to provide a smooth and efficient service to our end users.
- Educated to degree or equivalent certifications.
- ITIL Foundation v3 or above desirable.
- Microsoft Certified Professional, MCSA Certification or equivalent Microsoft qualification desirable.
- Minimum 2 years experience in a similar technical support role.
- Extensive technical working knowledge and experience of Smartphone and tablet operating systems and hardware.
- Extensive working knowledge of MS365, Win10 & Win11, DMS and end user desktop and laptop hardware and configurations.
- Experience in supporting mobile device operating systems and hardware.
- Previous experience working with VOIP technology including telephony, Video Conferencing and desktop video chat applications e.g., MS Teams & Cisco WebEx.
- Previous experience of supporting network and server infrastructure.
- Extensive experience of hardware provisioning and asset tracking, monitoring and reporting.
- Previous experience of supporting legal sector specific applications is desirable but not essential.
- Experience in delivering IT training would be an advantage.
- Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Professionals.
- Strong customer focused skills with the ability to work under pressure in a time sensitive environment.
- Previous experience working in the legal or financial sector is an advantage.
