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 andTaylor Vintersmerged. 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 acommitment to be a net zero carbon business, also play a central strategic
role in the direction of the firm. In 2020 we launchedMishcon Purpose, a first-of-its-kind
sustainability practice providing Environmental, Social and
Governance (ESG) advice and purpose-driven insight to clients.
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.