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IT Support Analyst (Deskside Support) FTC

Employer
Allen & Overy LLP
Location
Belfast (City/Town)
Salary
Competitive
Closing date
30 Sep 2019

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Job Details

Job description

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.

Department Purpose and Structure

IT Support provides Allen and Overy with an initial point of contact for reporting and providing first and second line resolution for IT support calls and requests. The team manages requests for new services and liaises with other areas of IT to resolve issues with existing systems and hardware.  

A team of Support Analysts report to the IT Support – Team Leader (Belfast).
 
Role Purpose

The Support Analyst is responsible for handling requests and providing operational deskside IT technical support to all customers within the Allen & Overy Belfast office.

To resolve incidents wherever possible within the agreed operational framework of policies and processes, minimising impact to the end user whilst providing excellent customer service.

Key Relationships

  • Work closely with Support Team Leaders to deliver and efficient and effective service
  • Works closely with Service desk, 2nd line and 3rd line Service Management to ensure a seamless approach to support and security across applications and infrastructure 
  • Interacting with internal customers and external clients to deliver appropriate levels of service; prioritising accordingly.

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
  • Assists in database support activities
  • Monitor routine operations and initiates corrective action if processes fail
  • Monitor and maintain all IT and AV equipment in the Belfast office

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
  • 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 deskside team.  
  • Receive and handle requests for support following agreed procedures
  • Promptly allocates calls/requests as appropriate
  • Maintains relevant records
  • Provide on-site support for the Belfast office

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 the ServiceNow IT Service management tool 
  • 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
  • Work with suppliers to ensure there is adequate stock levels of peripherals and IT equipment in the Belfast office

Risk Management

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

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 and deskside 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 / Deskside / hands on environment 
  • Experience with ServiceNow or similar IT Service Management tool 
  • Experience with audio visual equipment including video conferencing units

Qualifications

  • Qualifications – ideally the candidate should have the following or equivalent:
  • ITIL Foundation – desirable

This role is offered on a 6 month fixed term contract, hours of work will be Monday to Friday, 8am to 6pm, 37.5 hours a week, covering various shifts.

Company

With over 5,600 people in over 40 offices, Allen & Overy is a business doing work of global significance.

Our success is built on the work of talented and motivated people who thrive in a supportive and collaborative environment, dedicated to delivering an exceptional standard of work for our clients. We’re ambitious and forward-thinking, committed to growing our business and meeting the future head-on. We’re not afraid of change, and we believe in challenging the status quo.

What we do goes beyond delivering an outstanding service. We lead the market by creating new solutions for our clients’ most complex legal and business challenges, helping them grow, innovate and thrive. By thinking creatively and entrepreneurially, we challenge expectations, push boundaries and build for the future. We draw on a world-leading network of expertise and a unique platform – such as our Advanced Delivery services and our network of Peerpoint consultants, to set the highest standards for our industry.

Global coverage in today’s market does not simply mean having offices in important cities around the world. For us, it means combining our global resources and sector expertise to work on matters that cross international boundaries with our culturally and geographically diverse teams. For you, it means that wherever you work, you’ll find a culture of inclusion and support – feeling confident to bring your whole self to work every single day. We have developed a culture in which difference is positively valued, and our people are free to be themselves.  At A&O, you're not only valued for what you do, but for who you are. 

We are in every sense one global team; supportive and collaborative, but also ambitious and driven.  Our capacity to combine these qualities and provide a setting in which our people can thrive is what makes us different.

Company info
Website
Telephone
+44 (0) 20 3088 0000
Location
One Bishops Square
London
E1 6AD
GB

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