Job Description
Job Description
ROLE OVERVIEW //
The IT Service Desk sits within our Technology department and is made up of 13 people. This is led by Service Operations Manager, a team of 10 on the day shift, 2 on the evening shift and 1 on the night shift.
The successful candidate will have in-depth knowledge and experience of O365, with a track record of desk-side and Service Desk.
We are particularly interested in hearing from candidates with experience in law and/or other professional services firms. Although we expect all candidates with a Service Desk background to have an excellent working knowledge of these applications, we are also interested in meeting candidates with an IT training background and/or document production specialism.
KEY RESPONSIBILITIES //
The key responsibilities of this role are set out below and there may be others which are not listed. You may be required to work outside the Monday – Friday working hours of 10:00am - 6:00pm
- Answering, logging and fixing calls in call logging system escalating call to Supervisor and/or another department where appropriate, retaining ownership of calls to ensure they are resolved within allotted times.
- Imaging and Configuring of Laptops with standard image and setting up any user requirements i.e. Remote Access, Printers, Adapters for travel Overseas etc.
- Dealing day to day with Microsoft Intune, Microsoft Teams, Citrix and BigHand queries.
- First to second line support for a large number of Legal Applications including Carpe Diem (CDNG), Laserforms and Workshare Compare.
- Visiting users and clients to fix calls, providing on the spot training or floor walking where necessary.
- Working as part of a team of 13 (days and evenings), the ability to work as part of a team is essential.
- Troubleshoot the firm’s hardware as and when required.
- Occasionally perform software configuration on the firm’s systems.
- Perform any other reasonable duties requested by the Service Desk Team Management.
- Provide a critical business communication interface across the broader Technology group.
CANDIDATE PROFILE //
Candidates for this position must have:
Knowledge & Experience Supporting:
Providing support to users on:
- Microsoft Office O365 to an advanced level
- Microsoft Windows 10.
- iManage Work 10
- RSA SecurID token administration
- Exchange Mailbox (Online) and DLs
- Imanage or similar documenT management system
- PC, laptop, telephones equipment installation
- Citrix/Direct Access/Secure Access troubleshooting
- Laptop, iPhone or Smartphone troubleshooting
- Supporting users with document management systems (DMS)
- Installation, technical workings and maintenance of desktop/laptop hardware
- Large scale LAN and WAN knowledge
- Having practical experience of software configuration
- Procedures and guidelines which govern the regulated environment of law firms.
Desirable :
- ITIL V3 Foundation Certificate
- Ability to solve a range of difficult problems relating to issues which are expected to arise regularly within the Service Desk
- Being able to follow detailed procedures and call logging requirements
- To be able to make a number of judgements of some complexity in order to solve problems relating to the immediate workload
- To have a solution focussed approach to problems
- To be able to adapt and be flexible when making decisions
- Demonstrative ability to think ahead, to prioritise and to organise resources and consumables
Autonomy :
- It is expected this role would be led by procedures and guidelines which are in place; however, the role will require the ability to:
- Resolve some issues and problems which go beyond the governance framework.
- Floor walk users in isolation of the main Service Desk.