IT Service Desk Analyst
- Experience Level
- Officer / Analyst / Engineer / Executive / Coordinator
We're currently looking for a Service Desk Analyst to join the IT team in our Plymouth office on a full time, permanent basis.
First-class IT systems are absolutely key to the success of any business in today's commercial world and the legal sector is no exception. We pride ourselves on being at the forefront of technological advancements within the legal profession, something we've become so well known for. To remain competitive in our markets, and to continue supporting our growth strategies, our team of dedicated IT professionals have a key role to play, ensuring the integrity of the IT infrastructure, development of new systems and excellent support to all of our employees, and clients. Sitting within our wider IT team is our Service Desk team – the people we call when we need IT support. They are a team who between them have extensive experience and tremendous patience. They are absolutely key to the effective running of our firm.
Day to day you will pick up enquiries that range from forgotten passwords, equipment requests, unlocking documents, through to more complex software issues relating to our wide variety of systems and workflows. The majority of the IT assistance requests you will receive will be by phone or email. If the IT issue requires desk side support you can call upon the local Level 2 Analyst.
The Service Desk is the central point of contact for the entire firm for all things IT, so you will be handling queries and requests from all WBD UK sites. This in itself will naturally present a full range of queries/request from our user base and minimal repetition for you in day to day workload. The Service Desk role will also allow you to build knowledge in a certain area of our software platform / Service portfolio. This is all part of our continuous goal to increase our first time fix rate within the service desk and wider services team. The increasing use of Microsoft cloud services ( including Teams, Stream and other O365 applications) means that you will also get involved in supporting the firm in embracing and maximising usage and adoption of this ever growing software platform.
What are we looking for?
It goes without saying that there's a lot to learn in this role. You'll need to get to grips with all of our IT services and processes from MS Office, Digital Dictation, DMS, through to more specific legal systems. You'll need to have strong IT knowledge and a proven track record in service delivery as well as the ability to analyse and resolve IT problems. Any previous legal desktop experience, IT qualification, MOS Certificate and/or ITIL Foundation qualification will be a definite advantage.
You'll also need to be an excellent team player with strong communication skills and a 'can do' attitude.
Who are we?
A Top 100 law firm globally and Top 20 law firm in the UK, Womble Bond Dickinson has more than 400 partners and 1,000 lawyers based across 19 US cities and seven UK cities including a significant presence in London. The firm's reach also extends to Europe where it has strategic partnerships with other law firms in Germany and France.
In the UK, Womble Bond Dickinson advises in excess of 40 FTSE 350 companies, many of the largest businesses in the country, government organisations and wealthy individuals. With a focus on eleven key sectors (Energy & Natural Resources; Financial Institutions; Healthcare; Insurance, Manufacturing; Real Estate; Retail and Consumer; Transport, Logistics & Infrastructure; Life Sciences & Pharmaceuticals; Technology and Private Wealth) the firm's experience allows it to build strong relationships and deliver an excellent service to clients.
What makes it great to work here?
We continually work hard to create an open culture that sets us apart from other firms. Our culture gives us much more of a human feel, emphasising that we're more than just suits! We like and make time for each other enabling us to establish professional relationships that can often become lasting friendships.
Through our D&I initiatives we create an environment in which difference is valued. We have a Diversity and Inclusion Group, led by our Board Sponsor, which works with our colleague networks (we currently have an ethnic diversity, an LGBT+, a family network and we're in constant dialogue with our people about how we expand our networks to better support everybody). We encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities, and sexual orientations.
As signatories to the Mindful Business Charter, it's important that our people are able to maintain healthy and happy lives, both in and out of work. We have a number of resources and initiatives designed to support health and wellbeing, including our team of dedicated mental health first aiders. We recognise that getting the right work life balance is a priority for all of us and we're very happy to talk flexible working, full-time or part-time working patterns.
And that's not all, alongside a competitive salary you'll receive a flexible benefits package so you can pick and choose between the benefits that matter most to you.
If this sounds like your next career move then please get in touch to find out more. No agencies please, we're an in-house recruitment team!
If this isn't the role for you (or the right time) why not connect with us on LinkedIn or follow us on Twitter and Instagram (@WBD_CareersUK) to keep up to date with all of our opportunities. We also have a Facebook page (https://www.facebook.com/womblebonddickinsoncareers/)