IT Support User Specialist
Excellent opportunity for a highly motivated, talented IT Support User Specialist to join this modern, progressive and commercially-oriented City legal services business. From their offices in the UK, Hong Kong and Singapore they provide advice to both UK and international clients.
This role is responsible for the day-to-day IT support and service of all of this clients offices (London, Bristol, Hong Kong & Singapore). This includes technical troubleshooting, providing solutions, educating the clients users on the standard ways of working and training them on systems as and when required. This role involves being an advocate for IT and ensuring delivery of all systems and services. Feeding back to the IT Service Delivery Manager on suggestions and improvements that can be made, education and the customer service provision.
Adhering to the ITIL framework, providing swift responses to incidents, requests and enquiries raised by the business, investigation of incidents and problems by adhering to standard operating procedures and troubleshooting skills through resolution. When necessary liaising with IT colleagues and carrying out trend analysis to avoid problems in the future within SLA response times.
Being a member of the IT team ensuring that a world class customer service is provided to the business, working closely and collaboratively with other IT teams to ensure a strong relationship is maintained between IT and the business,Position requirements
Acting as the first point of contact for all business IT enquires, answering calls/emails and walk-ups in a professional and helpful manner, with the objective of completely understanding the caller's problem or requirement. Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.
" Excellent understanding of ITIL best practice, ability to follow ITIL processes and procedures. Investigating and resolving incidents to the best ability and ensuring all enquires are recorded effectively in our call logging system.
" Supporting and troubleshooting the clients technologies as specified in the technical requirements below, maintaining excellent relationship and communication with International IT contacts ensuring sharing of knowledge and procedures.
" Monitoring ITSM call queues to ensure all tickets are being dealt with effectively and according to the service standards. Contribute to Service Desk team meetings from an incident management perspective and actively share information and knowledge with all members of the team.
" Aim to continually improve levels of IT skills and knowledge. Comprising service desk support, the incident management cycle, problem management and change management and the support processes necessary to ensure service quality and customer service. Incidents and requests are received via telephone, email or face-to-face visits. Technical support and providing advice using the most appropriate method such as telephone, remote access, email or a desk side visit.
" Provide first, second and third level technical including AV support as part of the Global IT User Support team. Take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution. When necessary liaise and escalate to other technical teams.
" Responsible for handling Incident and Problem escalation, ensuring all Incidents and Service Requests are dealt with in Service Level Agreements (SLA) targets, and that customers are kept updated regularly.
" Consistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes and procedures. Always supporting and driving a customer care philosophy that ensures customer satisfaction within the IT road map.
KEY SKILLS REQUIRED
" Proficient knowledge of Active Directory (user accounts, Exchange and Document Management system) to perform system administration activities such as user account management and support
" Provision the configuration of hardware, computer, laptops, Mitel telephones and mobile phone technologies
" Supporting meeting rooms as part of the AV team as and when required.
" Windows 10 – certification or equivalent experience
" ITIL FOUNDATION V3/4 Certification
" MS Office 2010 /2013/2016- MOS certification or equivalent experience
" Document Management Systems (OpenText DM5 – preferred but not essential)
" Mobile Device Management (MobileIron, MS Intune)
" Good knowledge of networking e.g. TCP/IP, WAN/LAN, patching etc
" Contact Relationship Management system (Interaction – preferred but not essential)
" Practice Management Systems (Aderant – preferred but not essential)
" Digital Dictation (BigHand – preferred but not essential)
" Citrix, MS Exchange, SCCM and Time Recording Software (Aderant Expert Time – preferred but not essential)
" IP Phone administration (Mitel – preferred but not essential)
" Support the role out of IT projects by managing user expectations, work with the IT teams and others as and when required to ensure a smooth delivery.
" Strong communication skills both verbal and written. Ability to write and send communications to the business.
" Influencing users and the business to understand how they can better use the firm's technologies, applications and processes to improve the way they work.
" Analyse training needs for the user community and feedback to the IT Learning Team.
" Sustain skills that are appropriate for the role and for the business.
" Organise work tasks and projects as guided by the management team
To apply for this job please visit itjobpro.co.uk.