UK-based international legal firm

• Be one of our first point of contact as a 1st line Service Desk operative
• Provide a mixture of remote and at-desk support as appropriate and in-line with operational needs
• Leads the team by coordinating their daily duties of responding to requests for assistance from internal employees
• Record all calls and actions taken on Service Desk; take ownership and responsibility for calls logged
• Use judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team, as appropriate
• Liaise with the rest of the Service Desk team in Hong Kong/Singapore and wider IT department to resolve and follow up on issues, escalating urgent/difficult or large impacting calls to the Technical Team Lead in Hong Kong and London.
• Work effectively, efficiently and respectfully alongside other Technical Support Analysts to provide operational, and technical support for the Firm globally; provide regular updates on progress on the ticket notes and to the requestor
• Create and maintain support documentation and update in our knowledge base system and providing any suggestions of improvements to the IT Training team with regards to the user guidance material
• Identify and report to the Technical Team Leader patterns or trends of calls as a form of Problem Management
• Use suppliers as a source of escalation to resolve problems
• Assist with ad hoc projects, as required

• Degree holder in Information Technology or related discipline
• 3-5 years of previous experience as an IT Helpdesk Operative ideally gained within a legal or professional services environment
• Service Now ticket system experience required
• Proven customer service skills
• Experience of supporting and using Windows 10 and Office 2016, mobile devices using an MDM solution, legal applications such as Worksite, Aderant amongst others
• Experience of Virtual desktops and VPN technologies, Ivanti Endpoint Security and Microsoft Endpoint Manager – Intune and SCCM Identify and report to the Technical Team Leader patterns or trends of calls as a form of Problem Management
• Use suppliers as a source of escalation to resolve problems
• Assist with ad hoc projects, as required
• Track record of testing applications and reporting bugs
• Strong organizational skills and are capable of working under pressure
• Excellent interpersonal skills with the ability to develop and maintain good working relationships with both internal and external clients