Description:

Our legal 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 senior 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 1st line support service to Allen & Overy staff and clients in accordance with the needs of the business.

You will be responsible for logging, troubleshooting and resolving incidents and requests as the first point of contact when possible, or escalating incidents to the appropriate team.

Role purpose

This role is a fantastic opportunity to gain global experience working for one of the largest law firms in the world and learn the unique approach that a truly global firm utilizes towards Information Technology.

Key relationships

• The Service Desk is the first point of contact for internal customers and external clients, it is essential for the IT Service Desk Analyst to deliver high levels of service to both these groups.
• Works closely with Support Team Managers to deliver an efficient and effective service.
• Works closely with other IT Service Management teams to ensure a seamless approach to support, service and security.

© Allen& Overy LLP 2023 allenovery.com

Job description

Context

The Service Desk Analyst is primarily responsible for the resolution of customer issues raised via phone or email.

This role involves acting as a reliable point of contact for users, ensuring issues are escalated if they cannot be resolved on first line and maintaining good customer relationships. The IT function is crucial to the day-to-day success of the business and the Service Desk Analyst will play an essential part in this model.

Role and responsibilities

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

• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
• Take responsibility for the resolution of incidents ensuring as many of these are resolved at 1st line as possible
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximize customer service and first point of contact call resolution.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Promptly allocate incidents and requests as appropriate.
• Follow processes to ensure that a high quality of service is provided to our users
• Working as part of a team in order to provide a white glove service to the users.
• Appropriate escalation of incidents and requests to the US Service Desk Manager in line with Allen & Overy’s processes.
• Complete tasks and other assigned work to agreed deadlines.
• Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• 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.
• Build and maintain good customer relationships.
• 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 Allen & Overy’s 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 Service Desk Manager and works closely with other members of the U.S. Information Technology team.

Key requirements

• Minimum of 3 years’ experience working in as Service Desk role, including taking support calls and working with a ticketing system (law firm experience preferred) but no essential
• Knowledge of iManage Work, Windows 10 and Apple iOS
• Strong Knowledge supporting Microsoft Technologies (Office 365, Teams, OneDrive, etc.)
• Experience using Remote Support Technologies (SCCM, Team Viewer) and Active Directory
• Ability to work well under pressure
• Excellent communication skills
• Flexible, customer focused approach to service delivery
• A good team player and willing to share skills and experience with others
• Ability to work on own initiative

Skills:

Customer Service, Windows, MS Office, Ticketing systems, MDM, VPN

Top Skills Details:

Customer Service, Windows, MS Office, Ticketing systems

Additional Skills & Qualifications:

Candidates need to have excellent customer service skills and be able to work in a fast paced and high pressure environment.

Experience Level:

Expert 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.