IT Service Desk Analyst

IT Service is the Front Line of the IT department, providing a single point of contact for colleagues requiring IT support or Access to IT systems. We control the delivery of Services into the business ensuring it meets the customer's needs and our acceptance criteria. The area is available to support the Firm on a 24/5 basis and has an International presence. You are there to provide the best guidance, solutions and support on all aspects of IT to the business within DLA Piper.

The Service Desk Analyst will

• Responsibility to respond to calls for support
• Resolving or escalating to the appropriate team
• Flexibility in the type of support given
• Build relationships

Main duties and responsibilities

Responsibility to respond to calls for support

• Manage your own time To provide an exceptional level of customer service to the business and its clients
• For this reason we are looking for an individual who has a dedication to provide first class service and has the technical and personal skills to deliver this

Resolving or escalating to the appropriate team

• To provide first and second line break-fix support via desk side visits or remote control. To manage the IT equipment on site, including making available equipment for new starters, dealing with departmental moves and liaising with third parties
• To create and manage domain accounts in Active Directory. Including Creating, Deleting, Enabling, Disabling, Renaming and Transferring domain accounts and associated Exchange mailboxes. To create and maintain email groups
• Identifying the most appropriate resolution are and engaging them for support and guidance

Flexibility in the type of support give

• Whilst the role will have a specialisation, be it Service Desk, User Access Management or Local Support, there will be a requirement to take on some of the duties of the other teams, as needs dictate
• You will be expected to contribute to and be involved with project work. This may involve working within a team outside of your normal team
• This role may involve working in various location to support the Firm

Build relationships

• Work with 3rd line teams to move resolutions closer to the customer
• Local Support to align activities / agree the most efficient way to support the service
• The Business to promote Service Operations
• Contributing to the reports prepared by the team
• Assisting with creating and maintaining process documentation and reports as required
• Contributing to a customer and team work oriented atmosphere in a demanding and fast-paced environment
• Assisting with other daily tasks assigned by the Team leader/Manager
• Cross-department/support function liaison: Working with colleagues across the IT team to ensure deadlines are met and adopt a flexible approach to work allocation where workloads dictate
• Working with colleagues within the IT department and other support areas to look to solve common issues and share best practice
• Perform in line with agreed procedures, SLAs and customers' expectations
• Ensure that all relevant company's standards and guidelines are met
• Support team in operational tasks
• Support Transition, Continues Improvement and Technology teams on identifying business requirements for new solutions and systems
• Seek opportunities for improvement in IT area, design and apply improvements

About you

People skills

• The ability to communicate effectively at all levels with both the business and other IT departments
• Exceptional customer service skills with good attention to detail
• Excellent telephone manner
• Team player, consider colleagues and have a flexible approach

Personal skills

• Self-motivated, enthusiastic and proactive
• Possess excellent problem-solving skills
• Able to organise and manage own time, prioritise and meet deadlines
• Ability to work in a pressurised/stressful environment

Technical competency

• High level of IT literacy especially within a Microsoft environment e.g. Windows 7, Office 2010, XP, Outlook, Exchange, Active Directory
• Support packages including Service Management Tools such as Hornbill SupportWorks, Remote access tools such as Remote Assistance and RDP
• Knowledge of legal applications

About us

DLA Piper is a global law firm with lawyers and business service professionals located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.

Our values

In everything we do connected with our People, our Clients and our Communities, we live by these values:

• Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
• Be Collaborative - we are proactive, passionate team players investing in our relationships
• Be Bold - we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
• Be Exceptional - we are strategic and driven, exceeding standards and expectations

Diversity and inclusion

At DLA Piper, diversity and inclusion underpins how we live our values and everything we do. We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work.

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

Hybrid working

We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That's why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.