Help Desk  

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  Ticket support:
  • Ensure customer issues are directed in the first instance to the Service Desk and ServiceNow tickets raised for all activities.
  • Monitor ServiceNow incident queues, ensuring timely resolution of Incidents within SLA.
  • Escalation point of contact on the ground
  • Actioning requests from IT Service Desk
  • Raising tickets on behalf of employees if can't fix
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  Onboarding/Offboarding:
  • Onboarding - provisioning of new laptops, build, peripherals
  • Offboarding - organising laptop and peripheral collection
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  IT Asset Management:
  • Managing mobile devices, headsets & peripheral, ordering stock; product life cycle of the asset (from the moment of purchase)
  • Ensuring all processes are followed for the recording and tracking of hardware assets
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  Client support:
  • Client Support in an office environment (any ad hoc requests from the clients onsite)
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  Major incident support:
  • Major incident management as the extension of the central function
  • Floor walking, investigating and line of communication
  • Gathering feedback and helping facilitating that in the office
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  End user device management:
  • User hardware defect support (laptop/mobiles)
  • User hardware peripheral support
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  Employee offsite support:
  • Internal conference/events support (non-client facing)
  • Offsite Partner/Exec support on special occasions (subject to IT Support Lead or Regional IT Support Manager approval)
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  AV Support (non-UK):
  • Technical assistance, preventive maintenance, upgrades and updates
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  Building Infrastructure (Core):
  • Maintenance of any equipment related to network
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  Special Projects (subject to IT Support Lead or Regional IT Support Manager approval)
  • Assist with scheduling IT support for projects requiring on-site assistance
  • Change agent - acting as an advocate of changes within IT onsite
  • E.g. Local office reorganisation support

Skills:

• Ability to communicate effectively at all levels with both the business and other IT departments
• Exceptional customer service skills with good attention to detail
• Self-motivated, enthusiastic team player, with a 'can do' attitude
• Excellent organisational and time management skills
• Possess excellent problem-solving skills
• Being confident, proactive and flexible in your approach
• Ability to learn new technologies quickly
• Ability to work in a pressurised/stressful environment
• Willingness to travel and work in other offices within the respective region
• B2levelEnglishproficiency

Technical competency:

• Strong technical and troubleshooting skills, with experience in software used in a professional services environment
• High level of IT literacy especially within a Microsoft environment
• Basic understanding of Network Infrastructure
• Knowledge of legal and finance applications (e.g. Intapp, SAP)

Multinational legal services firm.

• Great career opportunity
• International work environment
• 2 days of remote working per week