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The Role

An opportunity has arisen to recruit a highly motivated enthusiastic team player to join the IT services team in Herbert Smith Freehills to provide user support. The role will be placed in two areas which are Service desk and Digital Workplace team ( DWP ) and will give experience supporting users over the phone and face-to-face.

Key Responsibilities

- Acting as the first point of contact for all business IT incidents. Answering all calls in a professional and helpful manner, with the objective of completely understanding the caller's problem or requirement.

- Investigating and resolving incidents to the best ability and escalating to DWP and Technical Support Team ( TST ) , ensure all calls are recorded effectively in the call logging system.

- Monitoring the call lists to ensure all calls are being dealt with effectively and according the service standards.

- Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, Workshare, Enterprise vault, laser forms, AnyConnect, VMware, and Microsoft office 2010 applications. Intelligent Hub, Ms. Intune, Office365, Citrix, Laptops, Desktops, Apple devices.

- Building, Configuration, and Maintenance of all Herbert Smith Freehills PC's, Laptops,
Procurement and support of all London iPhones

- Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.

- Actively share information and knowledge with all members of the team and aim to continually improve levels of IT skills and knowledge.

- Ensuring that all processes & procedures as detailed in the Best Practice Guide are followed e.g Incident and Problem Management

- Assist with project work including floor walking.

- Communicating with third party companies regarding warranty and new products.

- Being a sole point of DWP hardware support for approximately 1700 users.

- Keeping up to date with new and changing PC/Laptop and iPhone platforms.

- Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures