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IT Service Desk Analyst

IT Service Desk is the Front Line of the IT department, providing a single point of contact for colleagues requiring IT support or Access to IT systems.

 

We control the  delivery  of  Services  into  the  business  ensuring  it  meets  the  customer's  needs and our acceptance criteria. The area is available to support the Firm on a 24/5 basis and has an international presence.

 

IT Service Desk Analyst  provides  the  best  guidance,  solutions  and  support  on  all  aspects  of  IT  to  the business within DLA Piper. 

 

Main duties and responsibilities

 

  • Responsibility to respond to calls for support
  • Resolving or escalating to the appropriate team
  • Flexibility in the type of support given
  • Build relationships

 

1. Responsibility to respond to calls for support

    • Manage your own time to provide an exceptional level of customer service to the business and its clients
    • For this reason, we are looking for an individual who has a dedication to provide first
    • class service and has the technical and personal skills to deliver this.

 

2. Resolving or escalating to the appropriate team

    • To provide first and second line break-fix support via desk side visits or remote control. To manage the IT equipment on site, including making available equipment for new starters, dealing with departmental moves, and liaising with third parties
    • To create and manage domain accounts in Active Directory.  Including Creating, Deleting, Enabling, Disabling, Renaming and Transferring domain accounts and associated Exchange mailboxes.  To create and maintain email groups.
    • Identifying the most appropriate resolution are and engaging them for support and
    • guidance

 

3. Flexibility in the type of support given

    • Whilst the role will have a specialisation; IT Service Desk, User Access Management or  Local Support, there will be a requirement to take on some of the duties of the other teams, as needs dictate
    • You will be expected to contribute to and be involved with project work. This may involve working within a team outside of your normal team
    • This role may involve working in various location to support the Firm

 

4. Build relationships

    • Work with 3rd line teams to move resolutions closer to the customer
    • Local Support to align activities / agree the most efficient way to support the service
    • The Business to promote Service Operations
    • Contributing to the reports prepared by the team
    • Assisting with creating and maintaining process documentation and reports as required
    • Contributing to  a customer  and  team  work  oriented  atmosphere  in a  demanding  and fast-paced environment
    • Assisting with other daily tasks assigned by the Team leader/Manager
    • Cross-department/support function  liaison:  Working  with  colleagues  across  the  IT  team  to ensure deadlines are met and adopt a flexible approach to work allocation where workloads dictate
    • Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice
    • Perform in line with agreed procedures, SLAs and customers' expectations
    • Ensure that all relevant company's standards and guidelines are met
    • Support team in operational tasks
    • Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
    • Seek opportunities for improvement in IT area, design and apply improvements

 

About you

  • People skills:
    • The ability to communicate effectively at all levels with both the business and other IT
    • departments
    • Exceptional customer service skills with good attention to detail
    • Excellent telephone manner
    • Team player, consider colleagues and have a flexible approach

 

  • Personal skills:
    • Self-motivated, enthusiastic, and proactive
    • Possess excellent problem-solving skills
    • Able to organise and manage own time, prioritise and meet deadlines
    • Ability to work in a pressurised/stressful environment

 

  • Technical competency:
    • High level of IT literacy especially within a Microsoft environment e.g. Windows 7, Office 2010, XP, Outlook, Exchange, Active Directory
    • Support packages including Service Management Tools such as Hornbill SupportWorks, Remote access tools such as Remote Assistance and RDP
    • Knowledge of legal applications

About Us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.

At DLA Piper, we understand that inclusion is not a one-size-fits-all concept. We embrace and celebrate the range of perspectives, backgrounds and experiences that each individual brings to our firm. By fostering a culture that welcomes and appreciates all aspects of our individuality, we ensure that everyone has the opportunity to succeed.

Our commitment to inclusion and positive social impact enables us to provide exceptional service to our clients and communities, while nurturing a unique and inclusive culture for all our people. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

We are committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all.   If you need any support or adjustments, please let us know.

Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.

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