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: IT

Role purpose:

The Service Desk Analyst is responsible for providing operational first and second line IT technical support to all internal staff and Partners within Allen & Overy.

The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team.  The successful candidate will be responsible for handling, logging and fulfilling requests within their remit, or passing requests to an appropriate team.  Both incidents and requests should be handled within the agreed operational framework of policies and processes whilst minimising impact to the customer and providing an excellent level of customer service.

Key relationships: 

• The Service Desk is the first point of contact for internal customers and external clients, it is essential for the Service Desk Analyst to deliver high levels of service to both these groups.
• Work closely with Support Team Leaders to deliver an efficient and effective service.
• Work closely with other IT Service Management teams to ensure a seamless approach to support, service and security.

Role and responsibilities:

• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries.
• Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Promptly allocate incidents and requests as appropriate.
• Meet all OLA Service activity targets in line with performance targets defined for the technology service.
• To be flexible with working hours in order to fully support the team and to ensure the effective running of the operation during out of hour’s periods as required.
• Appropriate escalation of incidents and requests to the IT Support Team Leader in line with Allen & Overy’s processes.
• Follow processes to ensure that a high quality of service is provided to both internal and external customers.

Key requirements

The candidate must have:-

• 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. 
• The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
• The ability to work in a team environment to achieve service levels as a group and individually.
• The ability to work on their own initiative, prioritise and manage workload effectively, often under pressure.
• The ability to keep up to date with new technologies, systems and solutions.
• The ability to think logically, analyse situations and solve problems.
• The awareness of business-critical incidents and their potential implications for the business.
• The 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. 
• A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
• A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
• An understanding of all technologies used by A&O, business working practices and an understanding of the core applications.
• Proven experience in a customer facing role. 
• Experience with ServiceNow or similar IT Service Management tool and ININ or similar Automatic Call Distribution (ACD).
• At least 2 years’ experience within a similar Service Desk environment – desirable.

Qualifications

• GCSE Maths and English (C or above) or equivalent qualification essential.
• ITIL Foundation – desirable.

These roles are offered on a 6 month fixed term contract. Hours of work will be Monday to Friday, 37.5 hours a week, covering shifts between the hours of 8am-8pm.