IT Service Delivery Analyst - 10 Month FTC
Posted 25 days ago
- London, Greater London
- Any
- External
- Expires In 2 months
About Ashurst
Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. To find out more please visit www.ashurst.com.
Department/Role overview
Provide a professional IT Support service to the whole firm. End to end management of all software and hardware incidents and service requests by providing remote, at desk, Audio Visual, desk phone, mobile device and floor walking support. Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.
This is a full-time office-based position operating out of Ashurst's London office on a rotating shift pattern between the hours of 08.00 and 18.00.
Main responsibilities
Provide 1st & 2nd level support of all incidents and service requests of all Ashurst IT systems/services
IT support via remote control, telephone support and "At desk" support
Provide floor walking support to the London Office, log all incidents and requests that arise through floor walking
Support international offices with equivalent services
Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
Manage all end user administration such as joiners, leavers etc
Configuration and asset management
Knowledge management
Management/support of pool and permanent laptops
Management/support of remote working
Management of user administration
Mobile device support
Point of contact for projects within the firm from inception through to "business as usual"
Desktop phone support
AV and VC Overflow support
Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.
Essential skills and experience
Soft skills
Excellent Customer service skills.
Consistent provision of a responsive, effective and personable IT support service to exceed customer expectations.
Work in accordance to ITIL processes and procedures.
Use initiative with a positive and can do attitude.
Identify business impacting incidents and escalate according to the escalation process.
Ability to communicate effectively with a confident telephone manner.
Excellent attention to detail and in all written communication.
Tactful and diplomatic when dealing with pressurised situations.
Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
Ability to work effectively alone and within your team/group or project, under the appropriate supervision.
Maintain good working relationships with all members of IT.
Professional appearance and attitude at all times.
Flexible approach to role.
Highly motivated, willing to continually update knowledge and skill set.
Ability to liaise and communicate with all levels within IT and across the business including Senior Partners and Directors.
Manage local communications to the business.
Technical skills
Analysis and troubleshooting skills of all IT incidents.
Microsoft Office Word, Excel, Outlook & PowerPoint.
Windows 10.
Worksite/iManage or similar content management application.
Interaction or similar client relationship management (CRM) application.
Bighand 3 or similar digital dictation software.
AD administration.
K Vault Email archiving (KVS) or similar email archiving solutions.
Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items.
Knowledge of remote working solutions such as ADSL, Broadband, 3G and VPN's (virtual private network).
Knowledge of building PC's and troubleshooting support issues.
Knowledge of configuring and troubleshooting support issues.
Health and safety awareness in the working place.
Service Desk Plus.
Desired skills and experience
Statistical analysis.
Business writing skills.
Previous systems experience.
Advanced Microsoft office skills.
Excellent word troubleshooting skills.
Programming within Office.
Knowledge gained in an intranet/extranet environment.
Knowledge of audio visual equipment.
Background checks
In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.
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Ashurst is a leading progressive global law firm with a rich history spanning more than 200 years. We are proud of our history and are future-focused, having expanded into new technologies through our NewLaw division, Ashurst Advance, and our consulting arm. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions and governments in all areas of commercial law. To find out more please visit www.ashurst.com.
Department/Role overview
Provide a professional IT Support service to the whole firm. End to end management of all software and hardware incidents and service requests by providing remote, at desk, Audio Visual, desk phone, mobile device and floor walking support. Tasks will be allocated on a defined rota, with duties such as remote support via the telephone, desk side support, floor walking and project support tasks as required.
This is a full-time office-based position operating out of Ashurst's London office on a rotating shift pattern between the hours of 08.00 and 18.00.
Main responsibilities
Provide 1st & 2nd level support of all incidents and service requests of all Ashurst IT systems/services
IT support via remote control, telephone support and "At desk" support
Provide floor walking support to the London Office, log all incidents and requests that arise through floor walking
Support international offices with equivalent services
Accurate ticket logging of all IT incidents and service requests whilst managing individual ticket queue within the Service Management solution
End to end ownership of all IT tickets including being responsible for all communication and the technical resolution
Follow the escalation process to ensure a consistent and professional IT support service is offered to the firm
Manage all end user administration such as joiners, leavers etc
Configuration and asset management
Knowledge management
Management/support of pool and permanent laptops
Management/support of remote working
Management of user administration
Mobile device support
Point of contact for projects within the firm from inception through to "business as usual"
Desktop phone support
AV and VC Overflow support
Risk and Control: Ensure that all activities and duties are carried out in full compliance with our regulatory requirements and internal policies.
Essential skills and experience
Soft skills
Excellent Customer service skills.
Consistent provision of a responsive, effective and personable IT support service to exceed customer expectations.
Work in accordance to ITIL processes and procedures.
Use initiative with a positive and can do attitude.
Identify business impacting incidents and escalate according to the escalation process.
Ability to communicate effectively with a confident telephone manner.
Excellent attention to detail and in all written communication.
Tactful and diplomatic when dealing with pressurised situations.
Able to manage own tasks across various areas and prioritise appropriately according to SLA to meet business deadlines.
Ability to work effectively alone and within your team/group or project, under the appropriate supervision.
Maintain good working relationships with all members of IT.
Professional appearance and attitude at all times.
Flexible approach to role.
Highly motivated, willing to continually update knowledge and skill set.
Ability to liaise and communicate with all levels within IT and across the business including Senior Partners and Directors.
Manage local communications to the business.
Technical skills
Analysis and troubleshooting skills of all IT incidents.
Microsoft Office Word, Excel, Outlook & PowerPoint.
Windows 10.
Worksite/iManage or similar content management application.
Interaction or similar client relationship management (CRM) application.
Bighand 3 or similar digital dictation software.
AD administration.
K Vault Email archiving (KVS) or similar email archiving solutions.
Installation/moves of hardware such as printers, digital senders, MFD's (multi-function devices), PC's and all peripheral items.
Knowledge of remote working solutions such as ADSL, Broadband, 3G and VPN's (virtual private network).
Knowledge of building PC's and troubleshooting support issues.
Knowledge of configuring and troubleshooting support issues.
Health and safety awareness in the working place.
Service Desk Plus.
Desired skills and experience
Statistical analysis.
Business writing skills.
Previous systems experience.
Advanced Microsoft office skills.
Excellent word troubleshooting skills.
Programming within Office.
Knowledge gained in an intranet/extranet environment.
Knowledge of audio visual equipment.
Background checks
In order to comply with regulatory and client requirements, Ashurst will undertake appropriate vetting of staff. When applicants accept a job offer, Ashurst, alongside a specialist provider, will undertake professional verification and background checks. These checks are only undertaken with consent, and in accordance with our legal and regulatory obligations.
#J-18808-Ljbffr
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