IT Support Specialist

IT Support Specialist

The purpose of IT Support Specialist role is to provide hands-on, proactive and personalised IT support to end users within a specific business location. By being physically present at the site and working closely with the IT Service Desk, the IT Support Specialist can troubleshoot technical issues more efficiently. Additionally, by supporting the implementation of IT projects, assisting with new technology rollouts and offering guidance to users IT Support ensures that IT services align with the unique needs of the business environment.

Main duties and responsibilities

Ticket support:

• Ensure customer issues are directed in the first instance to the Service Desk and ServiceNow tickets raised for all activities.
• Monitor ServiceNow incident queues, ensuring timely resolution of Incidents within SLA.
• Escalation point of contact on the ground
• Actioning requests from IT Service Desk
• Raising tickets on behalf of employees if can't fix

Onboarding/Offboarding:

• Onboarding – provisioning of new laptops, build, peripherals
• Offboarding – organising laptop and peripheral collection

IT Asset Management:

• Managing mobile devices, headsets & peripheral, ordering stock; product life cycle of the asset (from the moment of purchase)
• Ensuring all processes are followed for the recording and tracking of hardware assets

Client support:

• Client Support in a DLA Piper office (any ad hoc requests from the clients onsite)

Major incident support:

• Major incident management as the extension of the central function
• Floor walking, investigating and line of communication
• Gathering feedback and helping facilitating that in the office

End user device management:

• User hardware defect support (laptop/mobiles)
• User hardware peripheral support

DLA Piper Employee offsite support:

• Internal conference/events support (non-client facing)
• Offsite Partner/Exec support on special occasions (subject to IT Support Lead or Regional IT Support Manager approval)

AV Support (non-UK):

• Technical assistance, preventive maintenance, upgrades and updates

Building Infrastructure (Core):

• Maintenance of any equipment related to network

Special Projects (subject to IT Support Lead or Regional IT Support Manager approval)

• Assist with scheduling IT support for projects requiring on-site assistance
• Change agent – acting as an advocate of changes within IT onsite
• E.g. Local office reorganisation support

About you

Skills:

• Ability to communicate effectively at all levels with both the business and other IT departments
• Exceptional customer service skills with good attention to detail
• Self-motivated, enthusiastic and reliable team player, with a 'can do' attitude
• Excellent organisational and time management skills
• Possess excellent problem-solving skills
• Being confident, proactive and flexible in your approach
• Ability to learn new technologies quickly
• Ability to work in a pressurised/stressful environment

Technical competency:

• Strong technical and troubleshooting skills, with experience in software used in a professional services environment
• High level of IT literacy especially within a Microsoft environment
• Basic understanding of Network Infrastructure
• Knowledge of legal and finance applications (e.g. Intapp, SAP), good to have

Other:

• Willingness to travel and work in other offices within the respective region

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.

Agile 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.