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Service Desk Analyst (3 month & 6 month FTC)
Mishcon de Reya is an independent law firm, which now employs more
than 900 people with over 550 lawyers offering a wide range of legal
services to companies and individuals.
Based in London and Singapore, the firm services an international
community of clients and provides advice in situations where the
constraints of geography often do not apply. The work it undertakes is
cross-border, multi-jurisdictional and complex, spanning six core
practice areas: Corporate; Dispute Resolution; Employment;
Intellectual Property; Private; and Real Estate.
Mishcon de Reya has grown rapidly in recent years, showing more than
70% revenue growth in the past five years alone. In 2015, the firm
moved into a purpose designed building on Kingsway, and has converted
to both an alternative business structure and LLP.
Mishcon de Reya prides itself on the diverse range of people who make
up the firm. The central role played by the Academy, the firm’s
in-house place of learning, development and new thinking, and its
active and innovative social impact strategy are reflected in its
Investors in People Platinum standard.
Mishcon de Reya has an ambitious and detailed 10 year vision,
backed-up by three year plans. Rather than being considered a
necessary support function, Technology is an integral part of the
strategy of the Firm and this is reflected both by the level of Tech
investment and how Technology initiatives are discussed at the most
senior level. This level of innovation and the investment we place in
technology has led to us winning numerous awards, including: FT
"Innovation in the business of law" and LegalWeek "Best
use of technology" in 2017.
We have made an ongoing commitment to technological investment to
help us deliver additional value to our clients, and our Technology
Department is integral to this.
• Act as the initial contact point for all incoming queries to the
Service Desk – answering and logging calls from end-users, ensuring
that actions and resolutions are logged appropriately •
Troubleshoot all technology issues escalated by 1st Line or
Application Support Analysts • Escalate issues to Infrastructure
& Operations Teams as appropriate • Set up and manage network
accounts, access rights and passwords • Active Directory
administration and management • Keep the end-user and other
members of the Technology Department informed of progress as
appropriate • Act as a liaison between the Service Desk and the
Infrastructure & Operations Team to ensure that knowledge of
changes to the core environment are properly disseminated •
Answer and log service desk calls from end users when necessary •
Can create support documentation to share between the team and post to
a knowledge base • Other tasks deemed appropriate for the role in
order to support the business.
Skills & Knowledge
• Good understanding of end-user and business needs • Ability to
prioritise issues in line with business imperatives • Good
knowledge of Microsoft Products in particular Office 2010 and 2016
(Word and Outlook) and Windows 7 and 10 • Incident and Problem
management • Good understanding and experience of:
o Active Directory o Exchange o DMS (iManage) o PMS
(Aderant or similar product) o CRM (Interaction) o BigHand
(Digital Dictation) o Workshare Professional o
Copitrak o Cisco Unity (VOIP) o BES Server o Mobile
Devices (iPad, Blackberry, iPhones, Android etc) o Printer
maintenance o PC imaging tasks o DocXTools o MS Office
Templates (Novaplex or similar product) o Remote access o
Call logging system
• Microsoft Certified Professional (MCP) accreditation •
Microsoft Desktop and Server MCSA • Familiarity with relevant
ITIL processes or ITIL qualification (e.g. ITIL Foundation)
• Methodical in approach to resolving end users issues • Strong
analytical and problem solving skills • Strong team player •
Good time management skills • Good communicator – both written
and orally • Takes ownership of problems and solutions •
Good customer service skills with excellent telephone manner •
Flexible and adaptable • Positive, enthusiastic and resilient
manner – enjoys a challenge • Has a proactive approach and shows
initiative • Presents self as a confident, competent professional
who looks and acts like an ambassador for the firm • Acts to keep
knowledge and skills base current.
No Agencies - applications from recruitment agencies will not
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.
Diversity & Inclusion lie at the heart of our core values. At
Mishcon de Reya, our aim is to promote and foster a culture which
embraces diversity, respect for the individual and the expression of
talent, to empower individuals to fulfil their, and the firm’s,
potential. In order to support this, we recognise the importance of
flexible and agile working and are open to having conversations on how
this could work for you and our business.