Posted

30+ days ago

Description

Service Desk 2nd Line Analyst-(2000005H)

Description

Shift Pattern

This role will form part of our Global Service Desk which operates on a 24/7 basis. In particular we are interested in hearing from people who are happy to work evenings, nights and weekends shifts.

Freshfields Overview 

 
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.


Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams.


We think and work globally - we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.


Location Overview

The Freshfields Global Europe Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective. Our Europe Centre is the first site to be established in the emerging Freshfields Global operating model. Our aspiration is to establish further sites in the US and Asia-Pacific in the coming years.


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. 

Qualifications

Role summary/purpose of job

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.

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

The Second Line Support Analyst reports to the Second Line Team Leader. This role provides technical support to the IT Service Desk within the agreed Operational Level Agreements (OLAs)/Service Level Agreements (SLAs). The role proactively identifies and investigates potential problem issues based on call trends, then fixes or escalates them to the appropriate technical service teams to be resolved.

Key responsibilities and deliverables for this role:

  • Accountable for managing the second line support queue which involves prioritising and resolving calls promptly

  • Responsible for the day to day provision of second line support

  • Actively manage customer expectations during the resolution of an incident ensuring they are communicated to frequently

  • Works to resolve issues at the cause before applying a temporary workaround

  • Accountable for creating and storing detailed knowledge articles following the resolution of incident available for the wider team to use.

  • Responsible for escalating calls to the third line teams in accordance to the agreed OLAs

  • Works closely with the Problem Management team to assist with problem resolution

  • Builds strong working relationships with colleagues, customers, line managers and other members of IT

  • Participates in deployment and implementation of IT Projects, to ease the business as usual delivery and improve customer experience

     

Key requirements

Essential

  • Ability to effectively apply technical and professional knowledge (assisting with evolving and continuously improving processes, contributing ideas, troubleshooting etc.)

  • Effective management of self / time / resources (accuracy, planning, meeting deadlines, consistency, reliability, etc.)

  • Proficient English language skills

  • Accredited ITIL certification (Foundation level) or equivalent

Desirable

  • Law firm experience

  • Working knowledge of ITIL/Service Management best practice

  • Previous involvement with Service Management initiatives

  • Degree in Computer Science, related field or comparable knowledge/experience, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Office Specialist (MOS) or equivalent working experience

Technical

  • Established track record of providing advanced technical support of desktop software, all desktop/laptop/mobile/peripheral hardware and connectivity issues

  • Proven ability to troubleshoot previously unseen issues and determine how to resolve

  • Proven ability to create clear and comprehensive testing and technical documentation

  • Broad technical experience that includes:

    • Working knowledge of network and common server-side technologies such as Windows Server, Active Directory, Group Policy, Exchange 2010, UEM, SQL Server, Skype For Business, Imanage DMS

    • Virtualization - Citrix Delivery Services Console, Citrix Director, XenApp, XenDesktop, Appsense Environment Manager (Profile Management)

    • PC Architecture - Microsoft Windows 7 /Windows 10 and peripherals

    • Entry level experience with Mac, iPhone, iPad Android and Windows tablets

    • Software distribution platform experience – SCCM, SMS, Empirum, Altiris

    • Matter-centric Document Management Systems - Interwoven, Sharepoint, Hummingbird Docs Open

    • Microsoft Office 2010 – Expert Level with experience troubleshooting application integration issues

    • Document comparison tools - Change Pro, Workshare

    • Template and Document Auto numbering tools - MacPac, Innova

    • Support experience of Litigation IT systems including document review/IE Integration troubleshooting and issues related to implementation of eDiscovery tools


Competencies

  • Clear and concise written and oral communication skills, can flex to suit different audiences.

  • The ability to build working relationships with a range of people at all levels.

  • Proactive approach with a 'can-do' attitude.

  • Identifies and communicates opportunities to improve the way that work is done.

  • Excellent organisational and time management skills with the ability to manage tasks efficiently.

  • Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues.

  • Excellent customer service skills with a helpful and responsive approach.

  • Flexible in approach and adaptable to change.

  • Resilient and calm under pressure.

  • Motivated, results and delivery focused with a commitment to quality of work.

  • Takes ownership and actively looks for personal learning and development opportunities.

  • Demonstrates sound judgement.

  • Commitment to the highest level of integrity.

  • Focus on finding the right solutions and problem solving.

  • An understanding of working across cultural boundaries.

  • An understanding of working across cultural boundaries.

  • A self-motivated approach with good evidence of self-reliance, use of initiative, and clear, logical, analytical thinking.

Inclusion

Job

:Information Technology

Schedule

:Full-time

Shift

:Night Job

Employee Status

:Regular

Job Type

:Standard

Job Posting

:Jul 10, 2020, 3:43:32 PM