Service Desk Analyst

Role Purpose

The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.

The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices.

Key Responsibilities and Deliverables

Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern.

• Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries;
• 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information;
• Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs;
• Keep customers updated on outstanding tickets;
• Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;
• Meet or exceed defined quality and performance targets for IT Service Desk;
• Take responsibility for calls and see them through to completion;
• Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;
• Proactively pick up on trends from calls logged
• Update documentation and knowledge base articles as and when required
• Project work as required

Key Requirements

Essential

• Customer service / IT Service Desk experience;
• Excellent communication skills;
• Ability to maintain composure in a pressurised, fast-paced environment;
• Ability to understand business needs and prioritise issues accordingly;
• Ability to take ownership of and manage issues to resolution;
• A broad knowledge and interest in IT

Desirable

• Multi-lingual - German language in particular;
• ITIL Certification or relevant experience;
• Citrix / Microsoft qualifications;
• Experience of supporting remote working (RSA and Pulse) ;
• Experience of supporting IOS mobile devices, UEM;
• Experience of supporting a Citrix environment;
• Experience of supporting Windows 10, MS Office 2016 applications, Office 365;
• Advanced knowledge of Active Directory;
• Experience of working at a large law firm, professional services firm or investment bank

Function Overview

The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.