Description:

Our client is a leading global law firm operating in over 30 countries all over the world. We’re built on the work of

talented and motivated people, in a supportive and collaborative environment, dedicated to delivering an exceptional

standard of work for our clients. We operate at the forefront of the legal industry, and our deals and cases often make

headline business news. With many of our partners and leadership acknowledged as leaders in their field, and with

all our people demonstrating the highest levels of professionalism, we have a reputation for delivering excellence in all

that we do.

We’re thoughtful and inventive, and we’ve developed a culture in which difference and openness is positively valued,

where people are free to be themselves. We’re one global team, supportive and collaborative but also ambitious and

driven. Our capacity to combine these qualities and provide a setting in which our people can thrive is what makes

us different.

Department purpose and structure

To provide an effective and professional IT support service to staff and clients in accordance with the

needs of the business. To this end, ensure that all software and hardware issues are resolved in a timely manner.

Role purpose

This role is a fantastic opportunity to gain global experience working for one of the largest law firms in the world and to

learn the unique approach that a truly global firm utilizes towards Information Technology.

The Support Analyst will help support staff and clients to ensure the needs of the business are

functioning properly and efficiently.

Key relationships

• Deskside is the second point of contact for internal customers and external clients, it is essential for the

Junior IT Deskside Analyst to deliver high levels of service to both these groups.

• Work closely with Support Team Managers to deliver an efficient and effective service.

Work closely with other IT Service Management teams to ensure a seamless approach to support, service

and security

Job description

Context

This role involves acting as a reliable point of contact for users, ensuring proper functioning of equipment, and

maintaining good customer relationships. The IT function is crucial to the day-to-day success of the business and the

Junior Deskside Analyst will play an essential part in this model.

Role and responsibilities

"Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the client. Essential duties and responsibilities include (but are not limited to):

• Provide first class 2nd line (Deskside support) for incident resolution for all end user devices and applications used within the US region. This includes but is not limited to iManage, MS Office 365 applications, Adobe products, conferencing and collaboration systems and all end user devices.

• Act as a single point of contact for the Service Desk regarding IT issues and queries

• Ensure that incidents and requests are properly logged, assigned, and tracked according to our agreed standards and procedures.

• Ensure all incidents and requests are responded to within a timely manner (and within SLAs where defined).

• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.

• Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.

• Promptly allocate incidents and requests as appropriate.

• Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 2nd/3rd party teams when appropriate and ensure customers are updated of events relating to their call. Follow up until resolved with the assigned.

• Record all requests for assistance accurately in the call management system, using the most appropriate source to resolve incidents.

• Appropriate escalation of incidents and requests to the US Deskside Manager in line with processes.

• Provide 2nd line support for end user hardware (laptops, printers & mobiles) and software (i.e.: Intune, Microsoft Office 365 applications, iManage & RSA token)

• Assist with office moves and setups

• Build and test laptops and printers and manage office inventory

• Provide 1st line coverage if required

• Build and maintain good customer relationships.

• Develop an understanding of the business and departments that you support.

• Complete tasks and other assigned work to agreed deadlines.

• The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given timeframe.

Team

This position reports directly to the US Deskside Manager, and works closely with other members of the U.S. Information Technology team.

Key requirements

• Must possess excellent customer service skills. Be able to communicate effectively with customers, management, and other support teams, both verbally and written.

• Knowledge or Laptops, Desktops, Windows 10/11 and Apple iOS.

• Ability to assist in IT processes that are used by our attorney’s and staff on a daily basis

• Must be a quick learner with good problem solving skills and the ability to work well under pressure

• Excellent communication skills with the ability to communicate technical information to non-technical customers

• Flexible, customer focused approach to service delivery.

• An enthusiasm for learning about current and new technologies.

• Goal oriented in order to meet specific, agreed metrics and maintain these.

• Ability to work on own initiative.

• Please note that lifting of equipment (including but not limited to PCs, monitors and printers) will be required as part of this role.

• There is a requirement to work some weekends and perform out of hours work, office moves, PC

• Plus - Experience supporting Microsoft Technologies (Office 365, Teams, OneDrive, etc.)

• Plus - Experience using Active Directory and Cisco Call Manager

• Plus - Knowledge of iManage Work and DeskSite

Skills:

laptops, hardware, mobile devices, MDM, Windows, MS Office, iManage, Cisco Call Manager

Top Skills Details:

laptops,hardware,mobile devices,MDM,Windows,MS Office

Additional Skills & Qualifications:

Candidates must have strong communication skills and excellent customer service skills.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.