The firm

Clyde & Co is a leading international law firm which works worldwide across 120 countries.  Our work is cross-border, high profile and complex. With almost 1300 staff based in 21 offices worldwide, we have genuine in-depth knowledge of our chosen industries.  The firm has established a reputation for providing international advice on a varied range of transactional, contentious, and regulatory issues and critical to this is a commercial, entrepreneurial and pragmatic approach.

Our history in the insurance and reinsurance industry means our expertise here is still unrivalled.  We also have particular strength in aviation and aerospace; energy, trade and commodities and shipping, transport and logistics.  Our dispute resolution and international arbitration practice is world-class, and we also field leading experts in corporate and commercial law, EC and competition, employment and real estate.

Reflecting the firm’s entrepreneurial spirit, we have established offices in Abu Dhabi, Caracas, Doha, Dubai, Guildford, Hong Kong, London, Moscow, Nantes, New York, Paris, Piraeus, Rio de Janeiro, San Francisco, Shanghai, Singapore and associate offices in Bangalore, Belgrade, Mumbai, Riyadh and St Petersburg.

Overall the firm employs almost 1,300 people worldwide and of these, over 500 are qualified lawyers.  The partnership currently stands at around 163 and the firm’s turnover is in excess of £185 million pa. 

The firm is a limited liability partnership, which includes foreign lawyers as well as English solicitors, qualified in no fewer than 17 jurisdictions and fluent in over 37 languages.

The firm was awarded the 2007 Queen's Award for Enterprise in International Trade.

Overview

Provide IT support to Clyde & co users.

Principal Accountabilities
• Provide face to face and remote telephone support to clients
• Monitoring and prioritising the calls logged
• Record regular actions on the management system
• Providing on site and remote support
• Configuration of PC and Server equipment
• Face to Face troubleshooting and floor walking

Main Responsibilities 

Providing face to face and remote telephone support to clients
• Providing advice and guidance to clients with regard to trouble shooting, operation of desktop, server equipment and software
• Ensuring that all calls are resolved promptly and effectively, working within SLA targets.
• Help identify user training opportunities
• Remotely controlling and administering client desktop and server systems
• Follow escalation process when Incident become a Known Problem (Infrastructure and Applications Support team)
• Liaise with other support services (Facility/HR/Training) to resolve issue

Monitoring and prioritising the calls logged
• Working within the team to ensure all calls are responded to within contractual time frames
• Ensuring calls are completed to the satisfaction of the client
• Ensuring calls are prioritised and dealt with in line with the priority framework
• Ensuring calls are kept up-to-date using the journal

Record regular actions on the call management system
• Accurate, informative and timely input of current status
• Advising the client of regular update, resolution and recording the closure statement

Providing on site support
• Occasional travelling to regional sites to provide onsite support
• Undertaking computer equipment installation or trouble shooting for systems and software
• Liaison with the Support desk personnel to communicate call status
• Acting as a representative for the IT Services maintaining a professional standard with the ability to identify opportunities to enhance customer satisfaction

Configuration of PC and Server equipment
• Office based configuration and customisation of equipment

Troubleshooting
• Diagnosing the problems by asking the relevant questions
• Make use of the tools available (i.e. knowledge base, Google)

Candidate Specification

Essential

• Experience of using a call-logging system
• Microsoft Windows 2000 Server + Active Directory Experience
• Windows Desktop Versions (2000,XP)
• Basic Networking (VPN, Dial up)
• Understanding of TCP/IP
• General Microsoft Applications knowledge (especially MSOffice)
• Knowledge of Remote Control software (i.e. VNC/Dameware)
• Understanding of Command Prompt and the System Registry
• Basic Hardware Skills (i.e. Upgrade Ram, replace Hardisk etc)

Desirable

• Experience within a Professional Services / Legal environment
• Prior experience using the call logging system Support Works
• Understanding of Lotus Notes and Outlook Exchange email systems
• Understanding of Document Management Systems, ideally iMANAGE
• Backup systems and software e.g. Veritas Net Backup
• Virtual Network Connection

Competencies

• Establish professional rapport with clients via the telephone and in person
•  Work well in a team environment but adapt to occasions when there will be a need to work independently
•  Listen patiently to a diverse and wide skill level of client computer users
•  Use clear, concise and user friendly technical language
•  Remain calm and professional in sometimes challenging situations (sense of humour does help!)
•  Work unsupervised, using initiative to take responsibility for actions and decisions.
•  Monitor, prioritise and progress call activities to a conclusion
•  Provide reliable time keeping and attendance
•  Ability to carry out occasional weekend work (overtime)

Hours: 37.5 hours per week, 7.5 hours a day
For up to 3-months, the hours are based on an alternating shift pattern between 08:00-18:00, Monday to Friday. The hours would then change to an alternating shift pattern between 08:00-21:00, Monday to Friday.

Benefits

• Holiday
• Pension Scheme
• Life Cover x4 salary
• Medical Cover
• PHI
• Season Ticket Loan
• Salary sacrifice options
• Subsidised Gym membership
  

Please contact Yma Pearson, Resourcing Manager for further information 0207 648 1657 or yma.pearson@clydeco.com