18 Jul, 2018
The firm Dentons is always looking to invest in the highest-quality talent, recognising that our success is built on the diverse and unique strengths of each of the members of our Firm. Dentons is the world's largest law firm, delivering quality and value to clients around the globe. Dentons is a leader on the Acritas Global Elite Brand Index, a BTI Client Service 30 Award winner and recognized by prominent business and legal publications for its innovations in client service, including founding Nextlaw Labs and the Nextlaw Global Referral Network. Dentons' polycentric approach and world-class talent challenge the status quo to advance client interests in the communities in which we live and work. . The department Our team of business services staff play a significant role in the success of Dentons, and we recruit staff into a wide variety of areas. Here, we look for focused, flexible individuals from a variety of backgrounds who are team players. Previous experience within the legal sector is not essential. We want to give everyone the opportunity to develop his or her potential fully and, therefore, provide support, training and encouragement to members of staff at all levels. Purpose of role To provide first and second line Service Desk support to internal users throughout UKMEA, assisting them with hardware issues and software problems via phone, email and deskside visits. Responsibilities Analyse user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work. Log all calls on the call logging system and, where appropriate, escalates any issue to third line support in a timely manner. To install and configure new IT equipment. To manage the moves of IT equipment as and when required by the Facilities Team e.g. internal office & trainee moves. Maintain inventories and carry out audits of equipment in the London office and working closely with IT Purchasing. Undertake desk side visits and floor walking to provide support, advice and consultancy to all users to allow them to gain maximum value from IT systems. Set up and configure IT and AV equipment as required for both internal and client facing events. Test new software and hardware, perform installations and updates for all IT equipment including desktop and laptops. Build/re-build/rollup of IT equipment with an understanding of imaging software and Cyber Essentials Plus compliance. Provide cover for the VIP Service. Provide first and second line technical support, answering user queries relating to hardware and software problems, via phone or email. Work as part of a team, with a positive 'can-do' attitude, sharing advice and workload to provide the best possible service to users. Be aware of the technologies, ITIL & ISO processes and procedures in use within the department. Adhere to local and regional IT operational standards. Other duties as assigned to fully meet the requirements of the position. Out of hours as and when required. Required experience, skills and attributes Technical Skills Proven experience in an IS/IT technical client-facing role, ideally in a professional services environment. Experience of using call logging software would be desirable. Experience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficial. Advanced knowledge of PC hardware set-up and configuration (including printers and wireless devices). Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and XP. Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, delegation etc.). Advanced knowledge of Internet Explorer. Good knowledge of document management systems. Demonstrable experience of working with Blackberry devices; experience working with telephony systems would be advantageous. MCP or MCSEMCDST certification would be desirable. A strong ability to document IT processes and procedures would be beneficial. A sound knowledge of ITIL best practice would be desirable. Personal Skills and Attributes Excellent written and verbal communication skills. Able to interact positively at all levels within the firm and a good team player. Able to demonstrate excellent client/customer facing skills, with a good understanding of general business needs. Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved. Excellent problem diagnosis and analytical skills; with an ability to resolve issues effectively. Able to exercise tact and diplomacy in an organisational setting. Able to make decisions and remain calm while under pressure - particularly when dealing with difficult situations. Methodical approach to work, with a strong focus on accuracy and quality. Understands the need for documentation and well-defined procedures. Able to work under pressure to tight deadlines or targets and can adapt to differing demands; prioritising tasks, where appropriate. Can demonstrate confidence and resilience to overcome obstacles to deliver what is required. Is able to work well with minimal supervision, demonstrating initiative and the ability to be proactive, while also being able to follow instructions and provide support to the Lead. Can carry out all responsibilities in a way which supports the practice's values and promotes its equal opportunities and diversity principles. Able to be an ambassador for Dentons IT, being professional in outlook, attitude and appearance. Language Capabilities We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities. Equal opportunities Dentons is committed to providing equal opportunities for all. If, as a result of a disability, you believe that there are aspects of the recruitment process or job that you would find more difficult than a non-disabled person, please tell us as soon as possible. We will then be able to discuss with you any reasonable adjustments that could be made to the recruitment process or the job itself.
Dentons Edinburgh, Midlothian Full time