Desktop Support Specialist

Job Description

The chance to work for an elite, globally renowned law firm doesnt come about every day. Our client, who have 10 offices in the worlds key financial centres, are recruiting for a Computer Support Specialist to work out of their London-based office.Responsibilities of the Desktop Support Specialist

• Investigate, troubleshoot, and resolve first and second level software, hardware, system and user problems in a timely manner.
• Ability to multitask and prioritise workload along with project assignments.
• Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
• Assist with maintenance of telecommunication systems, such as programming phones, configuring voicemail.
• Provide multimedia services including setup, training, support, and monitoring of audiovisual equipment for conferences, both internally and externally, and conduct weekly testing of equipment.
• Write instructions associated with the Firms technology and ongoing changes. Review and change instructional and support documentation provided by other offices to suit local needs.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users. Attend ongoing training programs to keep technical skills sharp.
• Communicate effectively within the London team. Reply to all emails in a timely manner and proactively keep other team members apprised of the status of all calls.
• Interface and maintain effective communication with other Support, Training, Systems, Servers, Telecommunications and Multimedia staff.
• Utilize the Call Logging program to enter and track tickets for all user requests initiated by or escalated to the local IT Coordinator. Escalate problems to the appropriate personnel or department based on established guidelines.
• In some of our location offices, the Computer Support Specialist will work with various lawyer practice groups on an ad hoc basis, e.g., Litigation Technical Services.
• Take an active role in regularly scheduled London meetings.
• Provide weekend and after-hours support, onsite as needed. This could be, but is not limited to, general support needs, project work or to building and maintenance requirements.
• Provide new user orientation when the Trainer is out or there is a scheduling conflict.
• Provide office coverage when team members are out of the office.
• Be flexible on holiday and coverage requests.

Requirements for the Desktop Support Specialist role

• Excellent customer service and interpersonal skills to communicate with all levels of lawyers and staff
• Strong business/technical spoken and written communication skills
• Thorough understanding of the Help Desk process and call tracking system
• Strong working knowledge of Firms operating systems, software, and hardware
• Strong analytical and problem-solving skills
• A strong technical aptitude and working knowledge of MS Windows, MS Office 2010, Document Management Systems, Server/ Desktop & trouble ticket software technologies is essential
• A strong working knowledge of laptops, PDA & Mobile/Smart phones technologies, network concepts and IP Telephony is also required
• Solid working knowledge of general computer/server hardware and software configuration is necessary
• Be attentive and responsive
• Be a self-starter with a flexible and open attitude
• A responsible and committed attitude to work and hours
• Drive and enthusiasm with lots of initiative
• A commonsense approach and a strong sense of humour
• A bachelors degree in Computer Science is desired
• Minimum of 2 years work experience in an Information Technology environment

Keyskills :
1st line support2nd line support