Purpose

The successful candidate will work as part of the 2nd line Service Delivery team to ensure service levels are effective and efficient to meet the business and exceeds stakeholder expectations. This includes supporting the management of daily activities of the Service Desk and assisting the Tech Services Manager and Team Leads when required.

Context

• 35 hour week but flexibility is required.

Duties and Responsibilities

• Overflow assistance for Service Response (1st line) for incoming calls
• Troubleshoot and take ownership of tickets following Incident Management and Request fulfilment (service requests) process
• Log tickets, including all action taken and any resolution respond to emails and tickets/requests in a timely manner
• Deal with requests escalated by the Service Response team
• Escalate incidents when appropriate, working closely with the Technical Escalation team members to share knowledge and resolve tickets
• Create support documentation (Knowledge Base); sharing knowledge and inputting into the Problem Management process.
• Responsible for new joiner/ leaver account process.
• Set up and re-build hardware, including mobile phones when required.
• Undertake ad hoc Project work
• Assist with high volume and confidential data transfers or investigations
• Work with and support the ITSMT Specialist
• Build and maintain relationships with stakeholders throughout the business
• Mentor, share and transfer knowledge to more junior members of the team
• Be a Tech ambassador to the business

Skills/Experience

• Ability to prioritise issues in line with business imperatives
• Ability to translate technical requirements and issues into layman's terms
• Good knowledge and understanding of Microsoft Suite and Windows 10
• Good understanding and experience of:
  • Active Directory
  • Azure
  • DNS
  • DHCP
  • Networking Technologies
  • Exchange Online & Office 365
  • Office 365
  • DMS (iManage Cloud)
  • PMS (Aderant / Expert Time)
  • CRM (Interaction)
  • BigHand (Digital Dictation)
  • Mobile Devices (iPad, iPhones, Android)
  • Intune
  • Printer maintenance
  • MS Office Templates (Outline or similar product)
  • Remote access (Mishcon Anywhere/ AOVPN)
  • Mimecast
  • 2FA / MS Authenticator
  • Cisco Call Manager and Unity
  • Administrator SCCM 2012
  • Call logging system

Desirable Technical/Education/Training

• Microsoft Certified Professional (MCP) accreditation
• Microsoft Desktop and Server MCSA
• Familiarity with relevant ITIL processes

Personal Qualities

• A passion for technology and customer service
• Pro-active and takes initiative, working independently and as part of a team
• Ambitious and striving to develop
• Takes time to get to know people beyond their role
• Positively impacts those around them
• A self-starter, able to work under own initiative
• Treats people with respect and in a fair and consistent way
• Solutions driven; logical and methodical approach to problem solving
• Dedication to see a task through to completion.
• Resilient, calm under pressure, adaptable and flexible approach
• Excellent telephone manner and presentable at all times
• Excellent attention to detail
• Ability to effectively manage own workload and time management
• Ability to communicate effectively with people at all levels within the organisation
• Personable and confident, able to build relationships with partners/ key stakeholders

Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.

About The Mishcon de Reya Group

The Mishcon de Reya Group is an independent international professional service business with law at its heart, employing over 1450 people with close to 670 lawyers. It includes the law firm Mishcon de Reya LLP and a collection of leading consultancy businesses that complement the firm's legal services. We have grown rapidly in recent years, showing more than 40% revenue growth in the past five years alone.

Based in London, Cambridge, Oxford, and Singapore, with an association with Karas So LLP in Hong Kong, the firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply. The work we undertake is cross-border, multi-jurisdictional and complex, spanning six core practice areas: Corporate; Dispute Resolution; Employment; Innovation; Private; and Real Estate.

As of 1 January 2023, Mishcon de Reya and Taylor Vinters merged. The merger delivers on both firms' strategies to support the innovation economy and accelerate our growing share of the technology, media and life-sciences legal and consultancy services market in the UK and in key international innovation hubs globally.

In times of such far-reaching and profound change we want to be the law firm that enables our clients - and our own people - to shape the world's possibilities. We are here to help our clients benefit from new economies, new geographic centres of wealth, the new global movement of people and capital, and the impact of new technologies and new knowledge.

Our purpose remains rooted in our founding values. We take pride in the diverse range of people who make up the firm and are proactive in driving change and continuous improvement across the spectrum of equality, diversity and inclusion. Mishcon Academy , our in-house place of learning, development and new thinking for our people, clients and contacts and our innovative impact strategy, including a commitment to be a net zero carbon business , also play a central strategic role in the direction of the firm. In 2020 we launched Mishcon Purpose , a first-of-its-kind sustainability practice providing Environmental, Social and Governance (ESG) advice and purpose-driven insight to clients.

The Mishcon de Reya Group comprises standalone businesses MDR Brand Management , MDR Cyber , MDR Discover , MDR One , MDR Mayfair (in London, Singapore and Dubai) and MDRx . Complementary to Mishcon de Reya's core areas of work, each is led by best in class professionals recruited from a variety of non-legal industries and sectors.

We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.

#LI-Hybrid