Our IT team are looking for an IT Servicedesk Engineer to join them to manage the resolution of computer software and hardware problems and assist in the maintenance of the systems and processes through providing telephone, email and remote support to Global users of the IT systems at Osborne Clarke and providing client site support when required.
Your working pattern will be 35 hours per week, on a rota basis with the team covering Monday - Friday 7.00am - 7.00pm. Usually based out of our Bristol Office with some home working too.
About us
Osborne Clarke is a future-focused international legal practice with over 300 Partners and more than 1,080 talented lawyers in 26 offices around the world*. Our three-dimensional approach to client service combines legal expertise, in-depth understanding of our clients and the sectors they operate in, together with insight into the global issues that are transforming the landscape of how we live, work and do business: Decarbonisation, Digitalisation and Urban Dynamics. Looking around corners to help our clients solve legal and business challenges, big and small, and harness the opportunities of change - together we'll be ready for what's next.
We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.
Key responsibilities
- Provide telephone, email and remote access support to users of IT systems across multiple international sites within established and strict SLA's & KPI's
- Take part in the resourcing of the Guru Bar - IT's user facing facility to offer assistance for anything IT related.
- Maintain timely and quality Incident closure, aiming for first-time fixes where possible and escalation to next level where required
- Ensure client satisfaction with timely communications and updates
- Ensure full and correct information is collected and entered into incident record
- Ensure that IT solutions are relevant to the business need and developed to meet end user requirements
- Help with the dissemination of skills and knowledge throughout the Technology Services team and actively collaborate with other members of the IT team to distribute workload effectively
- Create and maintain knowledge documentation for implemented resolutions
- Understand and adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, which will be measured through feedback
- Contribute to the continuous review and improvement of IT Services team processes
- Keep up with advances in technology, new software and hardware in order to serve as an advisor to clients and other employees
- Monitor Incidents to identify frequently arising issues and assist in the delivery of user coaching to resolve these
- Manage own workload and incident queue whilst monitoring the main ServiceDesk queue for new incidents and requests, ensuring all calls are kept up to date
- Understand the responsibilities associated with working in a regulated environment, and adhering to SRA obligations
- Understand information security and data protection initiatives and regulations
- Understand and demonstrate a full understanding of information security and data security policies, best practices, and implications
We are looking for
We are looking for someone with previous experience in a support role. You will have a strong customer service ethic and demonstrable customer service skills, committed to delivering an exceptional standard of service.
Core skill:
- Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department
- Able to work autonomously and to schedule own resource appropriately
- Understanding of the implications of failing to provide outstanding service
- Should be able to demonstrate good problem solving technique using a sound logical approach, and ability to research using all means available
- Focussed on and able to work to or exceed agreed Service Levels
- Willing and able to be flexible in working practices
- Good time keeping and flexibility of hours should the job require it
- Creative thinker skilled at solving problems for users
- Willing to travel to other sites should it be required
Technical requirements:
- Technical support experience gained in a Microsoft environment with a high level of problem solving, including Windows 10, Active Directory, Microsoft Office suite/365 and Microsoft Exchange16/Exchange Online
- Microsoft Teams (messaging & VOIP), Document Management Systems, digital dictation and integrated products such as Symantec, RightFax, BigHand, InterAction, PDFDocs and Mimecast.
- Mobile device support including troubleshooting and administration of BYOD solutions and iPhones
- Experience of Remote Access/flexible working support
- Knowledge of printer/scanning technologies and support
- Essential to have experience using workflows and helpdesk business service tools, including incident / case management systems
Salary and benefits
We offer competitive salaries and generous benefits.
For more information or to apply
We would very much welcome your application using the link provided. Should you have any questions about the role, or would like to find out more about the firm, please contact Dan Jones in the recruitment team at dan.jones@osborneclarke.com
No agencies please.
*Services in India are provided by a relationship firm
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis.
At Osborne Clarke we value difference and encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities, and sexual or romantic orientations. We want everyone to feel that OC is a place where you can be yourself and where you belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.
We support working families via a range of family and caring friendly policies and will accommodate flexible working where we can. We value the health and wellbeing of our people: for example, we're signatories to the Mindful Business Charter, have an active network of mental health champions and offer free initiatives and flexible benefits to all our people.
Being an inclusive employer is important to us. We have made a number of external commitments such as the Race Fairness Commitment and Women in Law Pledge, and are working with organisations like Stonewall to become a more inclusive employer.
Osborne Clarke is a Living Wage Employer, so we're committed to paying everybody in our business enough to live on and to enable them to save for the future.
We want you to be able to show us your best during the recruitment process. If you require any adjustments to be made during the application, interview process or when working with us, please let us know.