Job description

We are currently recruiting for an IT Support Analyst/Moves Coordinator to join our London IT team working 9:00am - 5:00pm, Thursday to Monday.

Role purpose
To be the main contact for the moves process from an IT point of view and to be responsible for handling requests and providing operational first and second line IT technical support to all customers within Allen & Overy, but predominantly for the London office.  This will include resolving incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user whilst providing excellent customer service.

Role and responsibilities

Infrastructure  & Application Support

• Assists in the investigation and resolution of incidents and problems relating to infrastructure and/or applications, operating and network systems
• Carries out agreed operational and specified maintenance procedures of a routine nature
• Monitor routine operations and initiates corrective action if processes fail

Service Support

• To maintain an effective working knowledge of incident resolution across all areas of the IT Support in order to maximise customer service and call resolution
• End to end ownership of incidents monitoring calls passed to support teams
• Ensure accurate and timely updates are maintained in the Incident Management System
• Consultation with 1st, 2nd & 3rd line technical teams to resolve incidents that are beyond the technical scope of the IT Support - Service Desk   Monitor and manage calls that are passed to these teams.
• Receive and handle requests for support following agreed procedures
• Promptly allocates calls/requests as appropriate
• Maintains relevant records

Service Delivery

• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
• Meet all OLA Service activity targets in line with performance targets defined for the technology service 
• Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
• Manage all calls accurately using ServiceNow call logging system 
• To be flexible with hours in order to fully support the team and to ensure the effective running of the operation during out of hours periods as required

Supplier Management

• Work with suppliers to deliver services in line with SLAs

Risk Management

• Appropriate escalation of incidents and requests to the IT Support - Team Leader in line with Allen & Overy’s processes

Moves

• To undertake any pre-work that is needed ahead of a move (eg customer equipment audits)
• To help with any moves from an IT perspective that may take place over the weekend (eg testing all equipment, ensuring IT equipment is left in a tidy manner on the customer's desk etc)
• To support any moves' related IT issues on the Monday morning following any weekend moves
• Act as moves lead co-ordinator for IT
• Attend weekly moves meeting and engage with other departments within the weekend moves partnership team (Network Voice, Business Support, Facilities, Premier IT etc)
• Liaise with deskside Team Leader and provide notice on future moves and importantly equipment requirements 
• Manage 3rd party contractors ie, Premier IT – provide direction, allocate work and resources for weekend staff       
• Liaising with Apogee and keeping records of printer movements and updating XPRINT (as and when)
• Ultimately responsible for quality sign off after weekend moves (aim is to provide zero impact to customer)    
• Mentor other colleagues so they can assist in large moves and holiday cover 

Quality, Methods & Tools

• Follow processes to ensure that a high quality of service is provided to both internal and external customers

Key requirements

Business Competencies

• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way
• An enthusiasm and passion for excellent customer service. Plus the ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
• Ability to work in a team environment to achieve service levels as a group and individually
• Ability work on own initiative,  prioritise and manage workload effectively, often under pressure
• Take personal responsibility to keep up to date with new technologies, systems and solutions
• Ability to think logically, analyse situations, solve problems 
• Awareness of business-critical incidents, and their potential implications for the business
• Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work. 
• Self motivated, self-starter, who will undertake all activities to the highest professional standards

Knowledge

• Knowledge of Service Desk operations, to include a good knowledge of IT best practice, industry trends and customer service
• Expected to have an understanding of all technologies used by A&O, business working practices and active working experience and understanding of the core applications

Experience

• Proven experience in a customer facing role.  Proven experience within an IT Support / Service Desk environment
• Experience of ServiceNow desirable but not essential
• Experience of managing moves processes

Qualifications

• ITIL Foundation – desirable

Working hours

• Working hours for this role will be between 09.00am and 05.00pm, Thursday to Monday, with the ability to be flexible especially on Saturday and Sunday when the hours may need to change to accommodate any moves taking place. 

Additional information - External

It’s Time

Allen & Overy is a leading global law firm operating in over thirty countries. By turning our insight, technology and talent into ground-breaking solutions, we’ve earned a place at the forefront of our industry. Our lawyers are leaders in their field – and the same goes for our support teams. Ambitious, driven and open to fresh perspectives, we find innovative new ways to deliver our services and maintain our reputation for excellence, in all that we do.

The nature of law is changing and with that change brings unique opportunities. With our collaborative working culture, flexibility, and a commitment to your progress, we build rewarding careers. By joining our global team, you are supported by colleagues from around the world. If you’re ready for a new challenge, it’s time to seize the opportunity.