IT Service Support Analyst
Provide excellent customer service and technical support as a member of a local and global service desk.
Work well in a team environment, communicate effectively with users at all levels, and be well-organized, self-motivated, punctual, and flexible in approach. Opportunity to help improve the firm’s systems, procedures, and knowledge base.
Responsibilities
- Provide telephone, email, direct contact and remote support to users.
- Log all incidents via Ivanti call logging software.
- Diagnose and resolve technical issues independently and as part of a team.
- Provide applications support in MS Office, mobile devices, iManage, and all other firm-wide applications.
- Provide hardware support for laptops, printers, remote access, and mobile devices.
- Provide AV and VC conference room support for internal/client meetings and events.
- Assist with building and keeping up to date the User Support Knowledge base and support documentation.
- Undertake small to medium-sized IT projects as instructed.
- Adhere to all local and global IT processes, procedures, and policies.
- Liaise with 3rd parties and suppliers when required.
- Participate in all firm-wide IT initiatives.
Individual Skills and Competencies
- Excellent in English and local language(s), and any other European language is an asset.
- Strong desire for personal development.
- Strong analytical and problem-solving skills.
- Proven ability to work under pressure and with other people.
- Excellent written and verbal communication skills.
- Ability to work well in a team and individually.
- A lateral thinker.
- Strong ability to work on multiple projects with multiple deliverables.
- Ability to handle a constantly changing flow of support calls and technical assistance.
- Flexibility with work hours and accommodating overtime at short notice.
- Able to work on a shift pattern alternating between the following times Monday to Friday 08:30–16:30; 09:30-17:30; 10:00-18:00.
Technical Skills
- Strong knowledge and troubleshooting of Microsoft based operating systems with emphasis on Windows 10.
- Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
- Good knowledge of Active Directory and common networking.
- Experience with troubleshooting network printers, MFPs, and copiers.
- Experience with supporting and configuring mobile devices, specifically supporting iOS platform.
- Broad application support experience in a legal environment, with excellent knowledge of document management system iManage (Desksite/Worksite).
- Knowledge of Lenovo hardware, RICOH, and HP printers.
- Knowledge of Cisco telephony and Cisco Video Conferencing, with good Audio Visual support experience.
- Knowledge of System Centre Configuration Manager.
- Microsoft Certified Technology Specialist (MCTS) or MCP, and ITIL Foundation certified.
- Certified in CompTIA A+, CompTIA Network+ or equivalent.
- Experience with MDM platforms, Mobile Iron is a plus.
- Experience with cloud technologies such as Microsoft 365 or Google Workspace.
- Familiarity with PowerShell scripting or other automation tools.
- Knowledge of cybersecurity and data protection best practices.
- Experience with remote desktop technologies such as Citrix or RDP.
Soft Skills
- Empathy and strong customer service skills
- Conflict resolution and problem-solving skills
- Attention to detail and accuracy
- Strong organizational and time-management skills
- Ability to work independently and take ownership of tasks
- Adaptability to new technologies and changing environments
- Ability to work effectively with colleagues from diverse cultures and backgrounds
Experience
- 2 – 5 years of flexible experience, with legal or professional services experience highly desirable.