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Service Desk Analyst

Location: 

Liverpool, GB

Department or practice area:  IT Services

Taylor Wessing

 

Taylor Wessing is a global law firm that serves the world's most innovative people and businesses. Deeply embedded within our sectors, we work closely together with our clients to crack complex problems, enabling ideas and aspirations to thrive. Together we challenge expectation and create extraordinary results. By shaping the conversation in our sectors, we enable our clients to unlock growth, protect innovation and accelerate ambition. 

 

With 1000+ lawyers, 300+ partners, 29 offices and 17 jurisdictions we are looking to expand our IT Services  team, with the addition of a Service Desk Analyst.

 

Meet the team

 

Winners of the Legal Technology Team of the Year, their IT Department support a user base of 750+ users. This award recognises the law firms that have pushed through innovation and secured a competitive advantage for their firms, engaging with the firm's strategy and business model. The team is made up of c.17 people who support projects, applications, infrastructure and troubleshootin.

 

The opportunity for you

 

This role will be within our IT Services Team and will report to the IT Service Desk Supervisor.

 

A Service Desk Analyst is required to provide support to a 750+ UK user base, Supporting users with Microsoft Office 365 and various legal specific applications. You will be working in a fastpaced environment so you must be able to deal with pressure situations and work on your own initiative. The Service Desk team is responsible for providing support (telephone and email based) and troubleshooting in a varied environment, managing applications including Microsoft Windows 10, Active Directory, Exchange, iManage DMS, BigHand and various bespoke software packages. The Service Desk Analyst will provide troubleshooting services, as well as occasional project support.

 

Key responsibilities

 

  • First point of contact for all support of hardware and software problems.
  • Logging of incidents, requests and problems.
  • End to end resolution of 1st line support tickets.
  •  Working with people at all levels of the firm to proactively ensure productivity and that issues are quickly and professionally resolved.
  • Monitoring open calls, ensuring resolutions and appropriate updates are carried out.
  • Suggest and develop ideas for improving service quality and customer satisfaction.
  • Initial response and diagnosis of hardware issues.
  • Ensure logging, tracking and updating of service management system via ITIL based processes.
  • Preparation of documentation and gathering of information to knowledge share with team.
  • Suggest and develop ideas for improving service quality and customer satisfaction.

 

Knowledge, skills and experience

 

  • Ideally 1-3 years’ experience working as a Service Desk Analyst or in a customer support role.
  • Knowledge Microsoft Office 2010 or above (ideally 365).
  • Good experience of working with Windows 10.
  • MS Exchange experience.
  • iManage or alternative document management system knowledge an advantage.
  • Good knowledge of Outlook.
  • Understanding of Active Directory.
  • Knowledge of ITIL framework.
  • Excellent team player, positive and collaborative.
  • Ability to communicate effectively both within the team and with people at all levels across the firm.
  • Excellent call handling and problem-solving skills.
  • Willingness to learn and develop within a busy support environment.
  • Strong customer service skills.
  • Able to work well under pressure.
  • Law firm or professional services experience an advantage.

 

Benefits

 

Here are a select few benefits that Taylor Wessing offer; 

 

  • Hybrid working (Offering the opportunity to work remotely, while maintaining a social boundary by working from our award-winning offices for 3 days a week) 
  • Holiday (Our basic annual holiday entitlement starts at 25 days, with a further discretionary day of paid leave in December. You may also purchase up to five extra days each year (pro rata). 
  • Enhanced Maternity and Paternity leave (After one-year service, you are entitled to up to 26 weeks leave full pay if you or your partner give birth or adopt a child). 

 

Along with these there are many more benefits we offer, with the addition of a comprehensive flexible benefits package available. 

 

Our culture

  

Nurturing a diverse, inclusive culture allows all of our talent to flourish, sparks creativity and powers innovation.  We continue to build a team that exemplifies inclusivity and reflects the firm's core values: creative, excellence, integrity, responsible, respect and team.  We value and celebrate the differences in who we are, what we have experienced and how we think, so all candidates will be treated fairly regardless of age, caring responsibilities, disability, gender identity, marital status, neurodiversity, pregnancy, race, religion or belief, sex, sexual orientation and socio-economic background.

 

 

The way we work

 

At Taylor Wessing, we never settle for average. We're creative thinkers, problem solvers and continuous learners who excel at what we do and believe our best work is still ahead of us. We are a firm that's large enough for you to achieve your ambitions, but connected enough to be a true community.  

 

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