The role will include but will not be limited to:
- Being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally
- Being a key part of our engagement and relationship management strategy, being highly visible on a daily basis.
- Providing remote technical support for computer applications and hardware, including: Microsoft Office Suites, Windows 11, Mobile Device management (preferably Intune), Document Management System (iManage), Time recording systems (Intapp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare compare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Teamviewer, Mobile technologies (iOS, Android).
- Using our IT Service Management Tool (ServiceNow) to provide appropriate troubleshooting tracking log, escalation, and documentation.
- Owning call resolution through to resolution and, ultimately customer satisfaction.
- Ensuring all calls that cannot be resolved first line are escalated on through IT in accordance with the agreed procedures. Ensuring that service levels are maintained.
- Ensuring that customers are kept aware of progress on their issues.
- Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues
- Ensuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department.
- Setting up audio and video conferences either in person or remotely.
- Providing out-of-hours on-call IT technical escalation support outside of normal office hours, including weekends and bank holidays in accordance with the firm's rota and IT Service Incidents Policy & Procedure.
- Any other ad hoc duties as may be required.
Skills and Experience Required
Technical
- Excellent troubleshooting skills, with demonstrable knowledge of desktop hardware, and laptops
- A minimum of 2 years' IT service desk/ IT support experience within a law firm
- Experience of core Microsoft Office products – Word, Excel, PowerPoint and Outlook
- A thorough understanding of legal software and technologies
- Audio/Video conference knowledge desirable
- Experience with ServiceNow desirable
- ITIL Foundation qualification desirable, or equivalent experience
Person
- Customer-focused with a flexible attitude
- Excellent communication skills
- Good understanding of a high pressured, professional services environment
- Able to work under pressure and to tight deadlines
- Ability to own tasks through to completion
- Logical and calm, able to inspire confidence and credibility
- High discretion and confidentiality
