RPC is a modern, progressive and commercially-oriented City legal
services business. From our offices in the UK, Hong Kong and Singapore
we provide advice to both UK and international clients.
What we do
Our legal practice spans a wide range of industry sectors and is
broadly split into two discrete areas: insurance and corporates.
Working on both contentious and non-contentious matters, our clients
range from large multinationals to growth UK corporate firms and other
professional practices, and include many household names.
Why we're different
We have a confident, accessible and enterprising approach that sets
performance, service and value at the top of the agenda. Our goal is
to do the usual things unusually well, make the complex simple and
help our internal and external clients build better, stronger businesses.
Business Services at RPC
Working at RPC means being part of a
collaborative and creative environment, which is flexible,
transparent and friendly. We value our business services teams and
recognise that individual contributions at all levels are essential
to the success of RPC as a whole.
RPC's business services teams include:
Brand Marketing & Sales
Legal Project Management
People & Talent Development
Risk & Compliance
The support of IT at RPC is key and a vital function that ensures the
firm can provide full service to our clients in accordance with our
client service standards. An opportunity has arisen to recruit a
highly motivated, talented and enthusiastic team player to join the IT
User Support team as the first point of contact for supporting RPC's people.
This role is responsible for the day-to-day IT support and service of
all RPC offices (London, Bristol, Hong Kong & Singapore). This
includes technical troubleshooting, providing solutions, educating RPC
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 RPC 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,
IT User Support Team Leader
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 RPC 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 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
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.
Act positively as an IT representative by promoting decisions made
about equipment selection, services policies and projects.
Access and submit articles to the knowledge database, maintenance of
documentation, standards and procedures to aid incident resolution.
Work with IT teams to produce documents and process to provide a
consistent service to the business.
Refers to the services and technology provided to the business, such
as computers, laptops, Mitel telephones, mobile phones, patching,
network components and servers plus desktop and network applications.
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
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
Practice Management Systems (Aderant - preferred but not essential)
Digital Dictation (BigHand - preferred but not essential)
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
Keep up with the IT project road map and communicate with users to
build a better relationship between IT and the business.
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
Sustain skills that are appropriate for the role and for the business.
Organise work tasks and projects as guided by the management team.
Work base competencies
A thorough knowledge of service desk operational processes and call
Experience of working with Incident, Service Request, Major Incidents
and Problem Management processes.
Able to self-manage effectively together with great time keeping.
Ability to deal with high pressured IT demands in a timely and
Experience of working on a busy multitasking support environment in
Exceptional and world class customer service, telephone and client
Experience of working in an ITIL environment.
Strong communication and good command / proficiency in English
(written and oral).
Exceptional analytical and troubleshooting skills, Keen attention to detail.
Commitment and flexibility e.g. assist with overtime, covering shifts.
Highly pro-active in seeking out tasks to develop skills and experience.
Ability to effectively prioritise and execute tasks in a
Experience of working in a team-oriented, collaborative environment
is essential. We are looking for someone with strong relationship
skills who values team work both at an IT team level and local office
Shift base from 08:00 to 20.00 hrs on 37.5 hours a week rota
Out of hours work when required either before or after normal shift
hours and at weekends
Providing on-call support for weekends on a rota basis post probation
Providing additional cover for shifts during holidays and sickness
Some moving and lifting of moderately heavy IT hardware and peripherals
Use of telephone headset and sitting for extended periods of time
Please note that you may be asked to cover other shifts at any given
time to ensure that support meets the needs of the business.
Please note that you may be asked to travel to another site at any
given time to ensure that support meets the needs of the business
Join the on-call rota support at weekends for both Asia
and UK colleagues (please refer to On-Call Policy for further information)