This role offers an exciting and developmental opportunity for an IT Helpdesk Analyst to grow their career within DLA Piper.
The purpose of this role is to work as part of the IT Service Desk team providing 1st level IT support working in a proactive manner ensuring that incidents and outages are minimised and an excellent standard of service is delivered to meet business requirements and Service Level targets to work flexibly and autonomously within our fast moving and changing environment.
MAIN DUTIES AND RESPONSIBILITIES
Log, update and undertake IT Service Requests including break / fix issues, user / account administration; joiners and leavers, moves and changes, and application deployment.
Provide professional meeting room support for Video Conferencing, laptop and projector setups.
Provide front-line end-user support including ad-hoc training, via telephone, email, remote control and face to face.
Escalate issues that are beyond the jobholder’s technical capability or resource capacity directing them to more appropriate resource groups or to Management.
Liaise with other internal teams and external suppliers as necessary
Own support issues through to resolution providing regular feedback to users
Log support calls within agreed SLAs, and in adherence with the Incident management and Application support processes.
Meet target call closure, and customer satisfaction results as may be set.
SKILLS AND ATTRIBUTES
Experience with using and troubleshooting Microsoft Office 2010
Technical knowledge and expertise in software used in a professional services environment (Windows 10, MS Office, Active Directory, IOS, Networking Basics, etc.)
Excellent understanding of PC hardware, printers, scanners, other peripherals in a networked environment
Excellent telephone manner
A can do attitude with flexibility over what tasks, especially in regard to front-line support, are undertaken to deliver service to our customers.
Professionally presented with excellent customer facing skills
Able to build and maintain effective working relationships with customers at all levels and explain technical solutions to non-technical audiences
The ability to obtain sufficient information, quickly and politely, from non-technical customers, and a variety of other sources, to identify root causes accurately
Able to prioritise own workload and work without direct supervision.
Excellent verbal and written skills.
Please note that, in the event that we make an offer of employment to you and where local legislation permits, we may conduct pre-
employment screening that can include checks relating to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and references from previous employers.
About DLA Piper
DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific, positioning us to help clients with their legal needs anywhere in the world.
We strive to be the leading global business law firm by delivering quality and value to our clients. We achieve this through practical and innovative legal solutions that help our clients succeed.
We deliver consistent services across our platform of practices and sectors in all matters we undertake. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-
leading technologies. They include more than half of the Fortune 250 and nearly half of the FTSE 350 or their subsidiaries.
We also advise governments and public sector bodies.