IT Service Desk Analyst (1st line)

The Firm
HFW is a sector-focused global law firm.  We have over 600 lawyers working across the Americas, Europe, the Middle East, Asia and Australia. We take a progressive approach to our roles in commercial business – thinking creatively and pragmatically to support our clients.

Whether we are solving complex issues within the construction, aviation or shipping industries, or providing advice across insurance, commodities and energy we are specialist lawyers here to add value to our clients. We think about the commercial solution first, and then underpin our advice with a solid foundation of legal expertise.

The Department
Information Technology at HFW is key to the success of the firm.  Put simply, we provide the capability for our people to be entrepreneurial, creative and collaborative.  The IT Department operates 24/7 and has c50 staff – with London and Hong Kong being the primary and secondary locations respectively.
The IT Service Delivery team (Service Desk, Technical Escalation, and IT Training functions) consists of 18 staff.  The team is the key interface between the users and the Operations, Projects, and Development teams.

The Role
The IT Service Desk is responsible for providing a professional and high quality service to the firm's internal staff.  It operates as the front line of IT customer engagement and delivers support and assistance across a varied portfolio of IT systems and services.  The team delivers support in an efficient, positive, helpful and enthusiastic manner.  An excellent customer experience is our goal.

Duties and Responsibilities
The role will include, but will not be limited to:
    Being the first point of contact for all IT-related support for the firm, ensuring that each support call (telephone, e-mail or in person) is dealt with promptly, efficiently, competently, and professionally.  This includes providing out-of-hours support (at weekends and until midnight Mondays to Fridays) on a rotational basis as part of the IT 24/7 follow-the-sun support offering.
    Providing remote technical support for computer applications and hardware, including: Microsoft Office Suite (2016/365), Microsoft Teams, Zoom, Windows 10, Document Management System (FileSite), Time recording systems (IntApp), Practice management system (Elite 3E), Digital dictation (BigHand), Workshare compare, Third party numbering suite (DocX Tools), CMS (InterAction), Adobe Suite, Remote Access (VPN, RSA, Citrix), Mobile technologies (BlackBerry Work, iOS, Android, inTune), Remote desktop (VNC/TeamViewer).
    Using our IT Service Management tool (ITSM) to provide appropriate troubleshooting tracking log, escalation, and documentation.  
    Owning call resolution from first contact through to customer satisfaction.
    Ensuring all calls that cannot be resolved first line are escalated in accordance with the agreed procedures, ensuring that service levels are maintained.
    Ensuring that customers are kept aware of progress on their issues.  
    Proactive management of inbound and in progress work, including timely internal escalation, and early flagging of any issues
    Ensuring that all administrative procedures are followed and maintained at all times, thus ensuring the smooth running of the department.
    Any other ad hoc duties as may be required.

The Person
Skills and Experience Required
Technical 
    Excellent troubleshooting skills, with demonstrable general knowledge of hardware, such as laptops, and mobiles.
    A minimum of six months' IT help desk support experience within a professional services – ideally legal - organisation.
    Experience of core Microsoft Office 2016 products – Word, Excel, PowerPoint and Outlook.
    General understanding of legal software advantageous.
    Audio/Video conference knowledge desirable.
    ITIL Foundation qualification desirable.

Person
    Customer-focused with a flexible attitude
    Excellent communication skills
    Good understanding of a high pressured, professional services environment
    Able to work under pressure and to tight deadlines
    Ability to see tasks through to completion
    Logical and calm, able to inspire confidence and credibility
    High discretion and confidentiality

Additional Information
Kindly note that this job description is not contractual.  It will be reviewed periodically and may be amended or altered to meet the needs of the firm.

The job-holder will be required to work seven hours per day, Monday to Friday, as specified by the firm on a rota basis, to commence not earlier than 8.00am and finish no later than 12 midnight.  The 4.00pm to midnight shift (on a rota basis) may be worked from home.  The job-holder will be entitled to an anti-social hours allowance for each evening and weekend shift worked.  

Due to the volume of applications, only those candidates shortlisted for interview will be contacted.

HFW operates a Preferred Supplier List (PSL). Recruitment agencies should not submit CVs unless they are part of the PSL and have been engaged regarding this specific vacancy.

HFW aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff.  All applications will be considered only on merit and the applicant's suitability to meet the requirements of the role.

HFW collects and processes personal data relating to job applicants to manage its recruitment process.  The firm is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.  For information on how the firm will process your data, please see our Privacy Notice on our website (www.hfw.com/Privacy-Notice), in the section "What we collect and how we use it".